[Index]

Model: view/AddUccxSkillsToAgents

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:

• UCCX server management:

  • Contact Center Servers

• Day 2 integration:

  • Add a UCCX device to a hierarchy, add entitlement profiles, then configure subscribers as Contact Center agents. Additional management can be performed in VOSS Automate, including overbuild. See Objects that are Moved During the Overbuild
  • Contact Center Agent Quick Add
  • Add a Subscriber (Contact Center)

• Direct management:

  • Agents (device/uccx/Agent)
  • Skills (associated with competency levels)
  • Teams (device/uccx/Team)
  • Contact Center Resource Groups (device/uccx/ResourceGroup)
  • Contact Center Service Queues (device/uccx/ContactServiceQueue)

• Associate agent devices association with CUCM users:

  Admins can specify the agent's controlled device via:

  • Quick Add Subscriber
  • Subscriber
  • Direct Agent management

  The agent device is associated with the list of CUCM application users specified as part of the UCCX server configuration. The association is kept sync when phones and extension mobility profiles are deleted or replaced.

• VOSS Automate management interfaces for UCCX:

  • Manage agent profiles (see Agent Profiles)

  • Re-skilling (see: Re-skill Contact Center Agents)

    Bulk manage (add, remove) agent skills and competencies via side-by-side transfer boxes for the following:

    • Agents
    • Teams
    • Resource groups

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.

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:

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.

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:

• Chat
• Email
• Voice

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.

Agent Profiles

Each agent profile specifies:

• Team
• Resource group (agent profiles can be grouped together as resource groups)
• Skill

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.

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:
   • To add new skills, click the Plus (+) icon at Add Skills, choose a skill, and select a competency level. Repeat this step to add additional skills.
   • To remove existing skills, click the Plus (+) icon at Remove Skills, and select the relevant skill from the Skill drop-down. Repeat this step to remove additional skills.
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:
   • Using Quick Add Subscriber, via (default menus) Cisco Subscriber Management > Quick Add Subscriber.
   • Using Subscriber management functionality, via (default menus) Cisco Subscriber Management > Subscribers.
   • Or add the agent directly, via (default menus) Cisco Subscriber Management > Contact Center > Agents.

Provision a Contact Center Agent

This procedure provisions a subscriber as a Contact Center agent.

Pre-requisites:

• The subscriber you wish to provision as a Contact Center agent must be assigned an entitlement profile that has Contact Center service enabled.

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.

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

Model Details: view/AddUccxSkillsToAgents