Team Administration & Agent ReskilingCisco Unified Contact Center Express (UCCX)

Reskill CCX agents and CSQs with drag n drop controls. A color differentiator for skill/agent-based queues.

Agent profiles with a profile picture. Easy administration interface for quick agent reskilling and changes to call scripts/applications.

Agent Administration

UCCX supervisors can quickly find team agents with agent profile pictures and make changes to the profile such as change the group, agent skills and adjust the competence level on a slider for each assigned skill.

Queues Administration & Reskilling

Agent reskilling is simplified with a drag-n-drop interface. Cisco UCCX Supervisors can quickly reskill agents by instantly moving them between the queues, for instance, to maintain queue SLA. Changes to skills will take place on the go and would be available for subsequent calls.

Supervisors can see a color differentiator for queue type, showing skill-based queues in blue and agent-based queues in green.


Scripts and Applications

CCAdmin simplifies the process of creating new applications and dynamic changes to script variables.

A supervisor can change an application’s behavior by changing announcements and other script variables in real-time.

Multi-tenant Management with shared CCX

Supervisor workspaces allow you to manage multiple tenants/sites of your business where each supervisor/tenant manager works in its own workspace or team only.

The independent workspace management includes management of agents, CSQs, scripts, and applications of the supervisor's team or tenant.

Note: Team Administration module can co-reside with any other CC Admin module.

Hardware Requirements

See CCAdmin Hardware Sizing sheet for correct machine specifications.

Software Requirements

Operating System Windows Server 2012
Browser Firefox (54.1.0)

Compatibility with specific versions of Cisco Unified Contact Center Express and Enterprise

Cisco Unified Contact Center Express (UCCX)

versions 10.6 and higher (Enhanced & Premium)
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