Chapter 15 The Subsystems Menu
The RmCm Menu Option
15-8
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Adding a New Skill
Use the Skills Configuration area to add a new skill name.
Access the Skills Configuration area by clicking the Add a New Skill hyperlink
in the Skills Configuration web page.
Related Topic
Creating, Modifying, and Deleting Skills, page 4-15
Resources Configuration
Use the Resources Configuration area to assign a resource group and skills to a
resource.
To access this configuration area, click the Resources hyperlink on the navigation
bar of Unified CCX Configuration web page.
Note An agent or supervisor must have an assigned Unified CCX extension in order to
appear in the list of resources in the Resources area of the Unified CCX
Configuration web page. (For information on assigning Unified CCX extensions,
see Configuring the RM JTAPI Provider, page 4-5.)
The main area of the Resources area of the Unified CCX Configuration web page
contains the following hyperlinks:
• Specific Resource Information—Click a hyperlinked resource or the
information next to it to access resource configuration information.
• Open Resources Summary Report hyperlink Click this hyperlink to open
the Resources Summary Report in a new window. For each resource, this
report lists the resource groups associated with the resource, the Unified CCX
extension of the resource, and the number of CSQs and team to which the
resource is assigned.
Related Topics
Modifying a Resource, page 15-9
Resource Group Configuration, page 15-9
CSQ Configuration, page 15-10
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