UCCX 12.5 - Agent Skilling

How to skill agents

Call routing is based on an agents skill and competence level. Most queues are set up to send the calls to the agent with the highest competence level first. A supervisor can change the skills assigned to their agents and their respective competency levels. You do not need to be logged into Finesse to do this.

  1. Log into Cisco Unified CCX Administration (not Finesse) with your NetID Credentials. 
  2. Select Subsystems/RmCm/Resources from the top menu.
    RmCm Resources Menu
  3. Click the name of the agent that you want to change.
    Resource/Agent List
  4. Change an existing skill competency level by highlighting the skill and changing the competence level and/or
  5. Add/delete skills by moving the skills between the Assigned Skills and Unassigned Skills boxes.
    Assign Skills dialog box
  6. Click update when finished.

Keywords:cisco contact center express call center Finesse agent agents phone telephone skills skill resources competence reskill reskilling   Doc ID:109968
Owner:ELIZABETH C.Group:Voice Services
Created:2021-03-29 12:29 CDTUpdated:2022-01-21 17:16 CDT
Sites:DoIT Help Desk, Voice Services
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