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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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Navigate to the CCX admin site.
Navigate to Subsystems → RmCm → Assign Skills.
Select the user(s) by selecting the checkbox next to their name.
The list can only be sorted by first name or extension. It is easier to use the browser’s search function (Ctrl+F) to find the user(s) in the list. To make users easier to find in the future, you can assign them to a Resource Group, which can then be used for sorting as pictured below:
Once the user(s) are selected, click the Add Skill button at the top of the page.
You will now select the desired skills and competency levels. You can also use the resource group dropdown to assign the user to one, or choose -Not Selected- to leave them unassigned.
Click the Update button to confirm.
Assigning Agents to a Resource Group
Assigning users to Resource Groups can make sorting agents easier in some scenarios. You will have to first create the resource group before you can assign users to it.
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