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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 15 The Subsystems Menu
The RmCm Menu Option
• Assign Skills—Click this hyperlink to assign skills and/or a resource group
to agents in bulk. This option is available only with the Unified CCX
Enhanced and Premium license packages see Assign Skills Configuration,
page 15-11).
• Remote Monitor—Click this hyperlink to associate agents and CSQs that
will be monitored by supervisors. This option is available only with the
Premium license package (see Remote Monitor Configuration, page 15-12).
• Agent Based Routing Settings—Click this hyperlink to send a call to a
specific agent, rather than to any agent available in a CSQ. This option is
available only with the Unified CCX Enhanced and Premium license
packages (see Agent Based Routing Settings Configuration, page 15-13).
• Teams—Click this hyperlink to create or associate teams with various agents,
CSQs, and supervisors (see Teams Configuration, page 15-13).
For details on the maximum number of agents, skills, and CSQs that you can
configure on your system, see About Unified CCX, page 4-2.
Skills Configuration
Note The Skills hyperlink appears on the navigation bar of the Unified CCX
Configuration web page only if you have purchased a Unified CCX Enhanced or
Premium license packages.
Click the Skills hyperlink on the navigation bar of the Unified CCX Configuration
web page to access the Skills summary web page, where you can modify existing
skills configuration or create new skills.
To modify an existing skill name, click Skill Name within the summary table
entry; the Skill Configuration web page opens. Click the Open Printable Report
of this Skill Configuration hyperlink to view a list of the resources associated
with that skill.
To add a new skill name, click the Add a new skill hyperlink. (For more
information, see the section that follows.)
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