Cisco CRS-1 - Carrier Routing System Router, Administration Manual

Page: 112 / 436

Chapter 4 Provisioning Cisco Unified CCX
Configuring Agents
4-20
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Step 4
Use this web page to specify the following:
Step 5
Click Update to apply the changes.
The Resources area of the Unified CCX Configuration summary web page opens,
and the agent is now assigned to the resource group and skills (if skills were
assigned).
Field Name Description
Resource Group (Optional). A resource group to associate the agent with.
Automatic Available Accept the default (Enabled) to automatically put the agent into the
Available state after the agent finishes a call and disconnects.
Note
When a logged on agent in Ready, Not Ready, or Work state
answers a call, the agent’s state is subject to the Automatic
Available setting. (See
Creating a CSQ, page 4-26 .)
Assigned Skills Applies to Unified CCX Enhanced and Premium packages, only.
Selecting one or more skills from the Unassigned Skills list and clicking <
to add the skills to the Assigned Skills List.
Remove skills by selecting one or more skills from the Assigned Skills List
and clicking > to add the skills to the Unassigned Skills list.
You can assign up to 50 skills to the agent.
Note You can change the competency level of one skill at a time, only.
You cannot change skill competency level as a bulk procedure.
Competence Level Applies to Unified CCX Enhanced and Premium packages, only.
Select a skill from the Assigned Skills list and choosing a number from the
Competence Level drop-down menu
Team A group of agents who report to the same supervisor.