Overlapping skills warning message when removing agent from skill

[Paul Edwards]

We are using Finesse 12.5.1. We have a 1 to 1 relationship between CSQ's and Skills, when a supervisor has used the advanced queue management inside Finesse to remove an agent from a CSQ, on some occasions it gives a warning message stating that the agent would also be removed from other CSQ's due to overlapping of skills, if No is selected then nothing happens, if Yes is selected then the agent is removed from all CSQ's listed in the warning message.

Why would skill overlapping be mentioned if we only use a 1 to 1 relationship between CSQ's and skills. We have attempted to replicate the error using a training agent and test CSQ's and skills but so far we have been unsuccessful.

[khorram1998]

The warning message you are encountering when removing an agent from a skill in Cisco Finesse is related to the way the system handles overlapping skills.

A skill represents a specific set of abilities or knowledge that an agent possesses, and can be assigned to one or more CSQs.

If an agent is assigned to multiple CSQs with overlapping skills, and you remove the agent from one of those CSQs, the system will display a warning message that the agent will also be removed from other CSQs with the same skills. This is because the agent's skills, which are common to multiple CSQs, would no longer be available in those CSQs.

In your case, you have 1 to 1 relationship between CSQ's and skills, this means that each CSQ has only one unique skill. And if that's the case, it is unexpected to see the warning message about overlapping skills.

There could be a few reasons why you're encountering this warning message, even though you're using a 1 to 1 relationship between CSQs and skills:

1. The agent is assigned to multiple CSQs with the same skill set, but they are not set as 1-to-1 relationship.

2. The Finesse system is not configured correctly, and the overlapping skills are not being properly identified.

3. There is a bug in the version of Finesse you are using that is causing the warning message to be displayed incorrectly.

I recommend checking the Finesse's settings and configurations, also checking the logs and if the problem persists, reach out to Cisco TAC for further assistance.

Please rate this and mark as solution/answer, if this resolved your issue
All the best,
AK

[Paul Edwards]

Thanks for confirming my thoughts @khorram1998, i have triple checked the 1 to 1 relationship between CSQs and skills (see attached). In the meantime, whilst this issue has been present, we have reverted back to adding/removing skills using Admin> Resources. Just a shame as our supervisors were looking forward to being able to utilize the advanced queue management features.

[khorram1998]

Hello Paul,

The specific commands to add or remove an agent from a CSQ using the Admin > Resources method will depend on the version of Finesse and Cisco Unified Contact Center Express (UCCX) that you are using. But generally, the commands can be executed through the UCCX Administration page or through the Cisco Finesse Administration page using the following steps:

• Log in to the UCCX Administration page or the Cisco Finesse Administration page.
• Go to the 'Resources' tab.
• Select the 'Agents' subtab.
• Locate the agent that you want to add or remove from a CSQ.
• Click on the 'Edit' button next to the agent's name.
• Select the 'Skills' tab.
• To add a skill, click on the 'Add' button and select the skill from the list.
• To remove a skill, click on the 'Remove' button next to the skill you want to delete.
• Click on the 'Save' button to confirm the changes.

It is important to note that these steps may vary depending on the version of UCCX and Finesse you are using. Please consult the Cisco documentation for the specific version you are using.

Please rate this and mark as solution/answer, if this resolved your issue
All the best,
AK