Access the supervisor reporting site.
Access the CCX admin site.
Assigning and Modifying Agent Skill Levels
Navigate to the CCX admin site.
Navigate to Subsystems → RmCm → Resources.
Select the Resource you want to assign the skills to.
Highlight the Unassigned Skill and select the desired Competence Level, and then click the move arrow in-between the Unassigned and Assigned Skills boxes to move the Skill over to the Assigned Skills.
The assigned skill level will now show in the parenthesis.
To change the skill level for an Assigned Skill, highlight the Skill by clicking on it, and then select the desired competence level; you will see the number inside the parenthesis change. Click update to save the change.
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Accessing CUIC Reporting
Go to CUIC Reporting.
Enter your NetID and password.
On the menu on the left, select Reports.
Select either Custom or Stock.
Stock has the majority of reports you would want to select.
Select either Historical or Live Data reports.
Select the type of report you would like to run.
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