Contact Center Management (UCCX)#
This category lists template features specific to the UCCX provisioning part of the solution, Whether standalone part of a Multi Vendor deployment. In addition to the value add workflows listed below (where we’ve built templates to improve the management experience), the device models generated from the driver can be used as well to complete additional tasks in a manner similar to the UC app. This provides an overall single pane of glass for the management tasks required.
Contact Center Services and Agents#
Provides day to day admin of contact center configuration
Contact Center Express Agent Management#
Management of the UCCX Agent setup across both UCM and UCCX. Full agent MACDs (onboarding, phone to application user mapping, skills, teams, resource groups, Contact Service queues).
Contact Center Express Teams#
Management of the UCCX Teams (create, update, and delete)
Contact Center Resource Group#
Management of the UCCX resource groups (create, update, and delete).
Contact Center Skills#
Management of the UCCX Skills (create, update, and delete)
Contact Center Service Queue#
Management of the UCCX Service Queues (create, update, and delete).
Contact Center Express Agent Re-skilling#
Feature to reassign skills to to a set of agents, set of teams, or set of resource groups, in bulk.