[Index]

Model: device/uccx/ContactServiceQueue

Contact Center Management

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Overview

VOSS Automate provides Day 2 management support for Cisco Unified Contact Center Express (UCCX), and allows administrators to manage and configure agents from a single pane of glass.

A data sync in VOSS Automate allows Contact Center device models in VOSS Automate to sync to the UCCX server:

Agents

You can view a list of Contact Center agents that have been synced in, or agents added when adding subscribers at a customer or site, via (default menus) Subscriber Management > Contact Center > Agents.

Note

Agents synced from UCCX but not yet moved to a site may be listed as located at the customer hierarchy.

To add a new Contact Center agent, from the list view click the Plus (+) icon, then on the Agents / New Record page, choose an agent by their user ID from the User ID drop-down.

To view or update an existing Contact Center agent, click on an agent in the list to view the agent's devices and tagged lines or to update the agent. You can manage the following agent properties:

Field Description
Alias The agent alias on the device. Note that there are restrictions on allowable characters in the alias.
Type The agent type, either Agent or Supervisor.
Team Agents who are not assigned to a specific team are assigned to the Default team.
Resource Group Optional. Choose a resource group.
Automatic Available Enabled by default. Defines whether the agent is automatically in an 'available' or 'ready' state after finishing a call and disconnecting.
Skills Optional. Click the Plus icon to add skills.
Controlled Device Click the Plus icon to add a device type, either Phone or Extension Mobility. When choosing Phone, you will need to choose the phone name.

Teams

On the Teams page (default menus, Subscriber Management > Contact Center > Agents) you can view a list of Contact Center agent team names, their primary and secondary supervisors, team members, and team availability. From the list view you can add and manage Contact Service Queues.

Note

Contact Center Resource Groups

Contact Center resource groups comprise one or more agent profiles. If you're creating resource groups directly in VOSS Automate, you will need to create the resource groups before creating the agent profiles. When creating the agent profiles, you reference the resource group where you want to add the agent profile. Contact service queues can be configured to use resource groups.

To view and manage resource groups for Contact Center agents, go to (default menus) Subscriber Management > Contact Center > Resource Groups.

Skills

VOSS Automate allows you to define skills and to assign competency levels to agents with these skills when associating a skill with an agent, agent profile, or skill group in a Contact Service Queue.

To view and manage skills for Contact Center agents, go to (default menus) Subscriber Management > Contact Center > Skills.

Contact Center Service Queues

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

To view and manage contact service queues, go to (default menus) Subscriber Management > Contact Center > Contact Service Queues.

In the Contact Service Queues list view you can view, add, and update contact service queues. For example, you can associate a contact service queue with a resource group or skills.

VOSS Automate supports the following queue types:

If voice, chat, and email Contact Service Queues exist on UCCX, their data is included when a Contact Center server is imported to VOSS Automate, and you can manage the queues in VOSS Automate.

Note

When choosing queue type EMAIL, you will need to fill out details for the following mandatory fields:

Agent Profiles

Each agent profile specifies:

Note

To view and manage agent profiles, go to (default menus) Subscriber Management > Contact Center > Agent Profiles.

Re-skill Agents

Re-skilling Contact Center agents involves editing an agent's skills to either add new skills or remove existing skills previously assigned to the agent. You can re-skill one or more agents at a time.

Note

Re-skill is available for agents, teams, and resource groups in the Admin Portal. In the Business Admin Portal, only agent re-skill is supported.

This procedure re-skills agents. To re-skill teams or resource groups, select the relevant menu item via (default menus) Subscriber Management > Contact Center.

To re-skill agents:

  1. In the Admin Portal, select the relevant customer from the organization picker.
  2. Go to (default menus) Subscriber Management > Contact Center > Re-skill Agents to open the Re-skill Agents page.
  3. On the Re-skill Agents page, choose the agents you wish to re-skill (one or more). Select agents in the Available field then click the right-pointing arrow to move the agent (or agents) to the Selected field, then:
  4. Click Save.
  5. On the Agents page, click on an agent you re-skilled to verify that their new skills are added and their removed skills no longer display.

Example Setup Workflow for Contact Center

This section describes an example workflow for configuring Contact Center:

  1. On the UC apps, configure CUCM and UCCX server integration (this is done directly on the UC apps).
  2. At the relevant Customer level in the hierarchy, add a new UCCX server.
    1. Use UCCX admin user credentials.
    2. Select the list of CUCM application users to be used for agent device association.
  3. Update the Network Device List (NDL):
    1. Reference the relevant CUCM and UCCX servers in the NDL.
    2. Set this NDL for each site where agents will be managed.
  4. Sync the existing configuration from the UCCX server, either directly from the UCCX server page, or via the Data Sync menu.
  5. Create agent profiles. To do this, go to (default menus) Subscriber Management > Contact Center > Agent Profiles.
  6. Create a new agent. There are three options:

Provision a Contact Center Agent

This procedure provisions a subscriber as a Contact Center agent.

Pre-requisites:

Perform these steps:

  1. In the Admin Portal, go to (default menus) Cisco Subscriber Management > Subscribers.

  2. From the Subscribers list, click on the subscriber to be provisioned as a Contact Center agent.

  3. On the subscriber management page for the relevant subscriber, select the Contact Center tab.

    Note

    This tab is visible only if the subscriber is assigned an entitlement profile with Contact Center service enabled.

  4. Provision the subscriber as a Contact Center agent.

Model Details: device/uccx/ContactServiceQueue

Title Description Details
Queue Details Group Assigned by FDP
  • Field Name: Queue Details
  • Type: Object
Name * Enter a meaningful name that is concise, yet easy to recognize (for example, Language Experts).
  • Field Name: Queue Details.name
  • Type: String
Queue Type Agents in this CSQ can handle inbound and outbound voice calls, chats and email
  • Field Name: Queue Details.queueType
  • Type: String
  • Choices: ["CHAT", "EMAIL", "VOICE"]
Queue Algorithm Display only. Displays the criteria used for queuing the contacts. For example, First In, First Out.
  • Field Name: Queue Details.queueAlgorithm
  • Type: String
Routing Type
  • Field Name: Queue Details.routingType
  • Type: String
Email Username The email address to which emails are sent or retrieved.
  • Field Name: Queue Details.accountUserId
  • Type: String
Email Password Password for email account.
  • Field Name: Queue Details.accountPassword
  • Type: String
  • Is Password: True
Polling Interval (Seconds) Frequency in seconds to fetch emails from the server. Default value = 600, Range = 10 to 86400. Default: 600
  • Field Name: Queue Details.pollingInterval
  • Type: Integer
  • Default: 600
Inbox Folder Name The folder from which emails will be fetched and queued for the Contact Service Queue. Default value = Inbox folder of the selected mail server type. Default: Inbox
  • Field Name: Queue Details.folderName
  • Type: String
  • Default: Inbox
Snapshot Age (Minutes) Specify the time in minutes from when the emails are to be fetched. Default value = 120, Range = 10 to 43200. For example, if you specify 120 minutes, this field fetches the emails from the last two hours. Default: 120
  • Field Name: Queue Details.snapshotAge
  • Type: Integer
  • Default: 120
Automatic Work Determines whether agents handling calls that are routed through this CSQ automatically enter the Work state when a call ends.
  • Field Name: Queue Details.autoWork
  • Type: Boolean
Service Level The target maximum number of seconds a call is queued before it is connected to an agent. Default: 5
  • Field Name: Queue Details.serviceLevel
  • Type: Integer
  • Default: 5
Service Level Percentage The target goal for percentage of contacts that meet the service level. For example, a call center that has a service level of 20 and a service level percentage of 80 percent has a goal of answering 80 percent of its calls within 20 seconds. Default: 70
  • Field Name: Queue Details.serviceLevelPercentage
  • Type: Integer
  • Default: 70
Wrap up Time Determines the length of the Work state for this CSQ when a call ends. Value of 0 means disabled.
  • Field Name: Queue Details.wrapupTime
  • Type: Integer
Resource Pool Type To create a skills-based or resource group-based CSQ. Default: Resource Skills
  • Field Name: Queue Details.resourcePoolType
  • Type: String
  • Default: Resource Skills
  • Choices: ["Resource Skills", "Resource Group"]
Resource Group Settings
  • Field Name: resourceGroup
  • Type: Object
Resource Group
  • Field Name: Queue Details.resourceGroup.resourceGroupName
  • Type: String
  • Target: device/uccx/ResourceGroup
  • Target attr: name
  • Format: uri
Selection Criteria Default: Longest Available
  • Field Name: Queue Details.resourceGroup.selectionCriteria
  • Type: String
  • Default: Longest Available
  • Choices: ["Longest Available", "Linear", "Circular", "Most Handled Contacts", "Shortest Average Handle Time"]
Agents
  • Field Name: agents.[n]
  • Type: Array
Skill Group
  • Field Name: skillGroup
  • Type: Object
Selection Criteria Longest Available - Selects the agent who has been in the Available state for the longest amount of time. Most Handled Contacts - Selects the agent who has handled the most calls. Shortest Average Handle Time - Selects the agent who generally spends the least amount of time talking to customers. Most Skilled - Used for expert agent call distribution. Selects the agent with the highest total competency level. The total competency level is determined by adding the agent's competency levels for each of their assigned skills that are also assigned to the CSQ. Example 1: If Agent1 is assigned Skill1(5), Skill2(6), and Skill3(7) and CSQ1 specifies Skill1(min=1) and Skill3(min=1), the total competency level for Agent1 for CSQ1 is 12. Example 2: If Agent1 is assigned Skill1(5) and Skill2(6) and Skill3(7) and CSQ1 specifies Skill1(min=1), only, the total competency level for Agent1 for CSQ1 is 5. Least Skilled - Used for expert agent call distribution. Selects the agent with the lowest total competency level. The total competency level is determined by adding the agent’s competency level in each assigned skill. Most Skilled by Weight - Used for expert agent call distribution. Selects the agent with the highest total competency level multiplied by the skill’s associated weight. Least Skilled by Weight - Used for expert agent call distribution. Selects the agent with the lowest total competency level multiplied by the skill’s associated weight. Most Skilled by Order - Used for expert agent call distribution. Selects the agent with the highest total competency level in the ordered list. Least Skilled by Order - Used for expert agent call distribution. Selects the agent with the lowest total competency level in the ordered list. Default: Longest Available
  • Field Name: Queue Details.skillGroup.selectionCriteria
  • Type: String
  • Default: Longest Available
  • Choices: ["Longest Available", "Most Handled Contacts", "Shortest Average Handle Time", "Most Skilled", "Least Skilled", "Most Skilled by Weight", "Least Skilled by Weight", "Most Skilled by Order", "Least Skilled by Order"]
Skills
  • Field Name: skills.[n]
  • Type: Array
Minimum Competence Level Default: 5
  • Field Name: Queue Details.skillGroup.skills.[n].competencelevel
  • Type: Integer
  • Default: 5
  • Choices: ["1", "2", "3", "4", "5", "6", "7", "8", "9", "10"]
Weight Default: 1
  • Field Name: Queue Details.skillGroup.skills.[n].weight
  • Type: String
  • Default: 1
Skill
  • Field Name: Queue Details.skillGroup.skills.[n].skillName
  • Type: String
  • Target: device/uccx/Skill
  • Target attr: name
  • Format: uri