[Index]

Model: view/AddUccxSkillsToAgents

Contact Center Management

The Cisco Unified Contact Center Express (UCCX) feature in VOSS-4-UC allows administrators to manage Agents and related configuration from a single pane of glass.

In addition to managing these configuration elements directly, the VOSS-4-UC Day 2 features also provide seamless UCCX management.

As a part of Contact Center management, VOSS-4-UC provides a number of interfaces. The associated Contact Center device models that will also be synced to the Contact Center server (UCCX device) upon a data sync.

Agents

Agents that have been synced in or added when adding subscribers at a specific customer or site hierarchy are listed here.

The detail view of an Agent opened from the list also shows the Agent's devices and tagged lines.

Synced agents from UCCX that have not been moved to a site may show the agent to be at the Customer hierarchy level.

It is possible to manage agents directly. An agent can also be added: choose User ID from the drop down.

The following agent properties can easily be managed from a single interface:

Teams

Contact Center Agent Team names, their primary and secondary supervisors, team members and team availability to Contact Service Queues can be defined and managed by a a set of side-by-side transfer boxes on the user interface.

It is possible to manage Teams at a customer level. When creating a new team at the customer level, the user must select a Network Device List.

Resource Groups

A list of Resource Groups can be defined that will comprise of one or more Agent Profiles. When creating these directly in VOSS-4-UC, they should therefore be defined before Agent Profiles are created.

When the Agent Profiles are created or maintained, the Resource Groups are referenced.

Also, when a Contact Service Queue can be configured to use Resource Groups.

Skills

A list of skills can be defined and competency levels are assigned to a selected skill when it is applied to an Agent, Agent Profile or a Skill Group in a Contact Service Queue.

Contact Service Queues

Incoming contact center calls are placed in the queue and sent to a specific agent in accordance with the specific queue configuration.

The Contact Service Queues (CSQs) interface allows for the properties of the configuration to be defined, for example associating Resource Groups or Skills.

If a Chat or Email Contact Service Queues exist on UCCX, data from these are included when a Contact Center server is imported.

Agent Profiles

An Agent Profile comprises of a:

These should therefore be defined before creating an Agent Profile.

Note

Agent Profiles should be created before creating an Agent using Quick Add Subscriber.

Re-skill Contact Center Agents

As a part of Contact Center agent management, re-skill menu items are available with access to user interface controls such as side-by-side transfer boxes or drop down lists.

These controls provide functionality to easily re-skill a selected number of contact center agents:

Example Setup Journey

  1. Configure Unified CM and UCCX server integration (this is done directly on the UC apps).

  2. Create a new UCCX server at the relevant customer hierarchy level:

    1. Use UCCX admin user credentials
    2. Pick the list of Unified CM application users to be used for agent device association.
  3. Update the Network Device List (NDL):

    1. The relevant Unified CM and UCCX servers must be referenced in the NDL.
    2. This NDL must be set for each site hierarchy where agents will be managed.
  4. Sync the existing configuration from the UCCX server.

    This can be done either directly from the UCCX server page or via the Data Sync menu.

  5. Create Agent Profiles under the Contact Center menu (usually under Subscriber Management).

  6. Create a new Agent:

    1. Using Quick Add Subscriber
    2. Using Subscriber feature
    3. Directly using the Agent feature under the Contact Center menu (usually under Subscriber Management).

This feature allows an admin to add or remove skills to and from a group of UCCX agents.

Model Details: view/AddUccxSkillsToAgents

Title Description Details
Add Skills Skills to add to the selected agents. Agents will retain existing skills and competency levels will be updated for matching skills.
  • Field Name: add_skills.[n]
  • Type: Array
Competence Level Agent's competency level for this skill. Default: 5
  • Field Name: add_skills.[n].competencelevel
  • Type: String
  • Default: 5
  • Choices: ["1", "2", "3", "4", "5", "6", "7", "8", "9", "10"]
Skill Skill name.
  • Field Name: add_skills.[n].skillName
  • Type: String
Remove Skills Skills to remove from the selected agents.
  • Field Name: remove_skills.[n]
  • Type: Array
Skill Skill name.
  • Field Name: remove_skills.[n].skillName
  • Type: String
Agents Agents to re-skill.
  • Field Name: agents.[n]
  • Type: Array