UCCX Continue … 4

Posted: April 5, 2012 in UCCX

4. Assign Resource Groups and Skills to Agents in UCCX

Agents that handle calls are also called resources. After you create a resource group, you can assign agents (resources) to that group. An agent can only be assigned to one resource group.
If you have either Unified CCX Enhanced or Premium packages, you can add skills to agents once the skills have been created (You need to be a supervisor and access is granted through the Unified Contact Center Express Administration page). You can also select the competency level of the agent(s) in assigned skills. Competency levels indicates the agent’s level of expertise in that skill (1 indicated beginner and 10 indicating expert).
You can assign resource groups and skills to agents either individually or in bulk. The bulk option enables you to assign skills and resources groups for many agents at the same time. You can assign up to 50 skills to agents.

Step 19: From the Unified Contact Center Express Administration page, choose Subsystems>RmCm. The Unified CCX Configuration Web page opens, displaying the RmCM (JTAPI) provider area.

uccx-18.bmp

Step 20: On the Unified CCX configuration navigation bar, click the Resources hyperlink. The Resource summary web page opens. These agents appear because you assigned the agent device extensions and associated with rm7 user.

uccx-19.bmp

Step 21: Click the name of the agent (agent 1) in the Resource Name column. The Unified CCX Configuration – Resource Configuration area web page opens.

Assign the Resource Group = UCX7_LabRG

Automatically Available = Enabled (Automatically puts the agent in the Available state after the agent finishes a Unified CCX call and disconnects).

Assigned Skills= Password Resets (5)

Team=Default (for now)

uccx-20.bmp

Step 22: To increase the default competency level from (5), highlight the Password_Resets(5) in the Assigned Skills window and use the drop down to elevate the skill level from 5 to 6. The highlighted skill in the Assigned Skills window will change from 5 to 6. Click on Update to save your changes.

uccx-21.bmp

Step 23: Now click the name of the agent (agent 2) in the Resource Name column. The Unified CCX Configuration – Resource Configuration area web page opens.

Assign the Resource Group = UCX7_LabRG

Automatically Available = Enabled (Automatically puts the agent in the Available state after the agent finishes a Unified CCX call and disconnects).

Assigned Skills= None

Team=Default (for now)

Activity Verification: You have completed this task when you see these results:
When opening the Resource page, you should now see agent1 as a member of Resource Group ‘UCX7_LabRG’ and assigned the skill ‘Password_Resets(6)’ with the Team assignment set to ‘Default’
When opening the Resource page, you should now see agent2 as a member of Resource Group ‘UCX7_LabRG’ and with the Team assignment set to ‘Default’

Provisioning UCCX Continue …. 5

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