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  1. How to assign and modify agent skill levels
    1. Go to the CCX admin site
    2. Go to Subsystems → RmCm → Resources
    3. Select the Resource you want to assign the skills to
    4. Highlight the Unassigned Skill and select the desired Competence Level, then click the move arrow in-between the Unassigned and Assigned Skills boxes, to move the Skill over to the Assigned Skills.
    5. The assigned skill level will now show in the parenthesis
    6. To change the skill level for an Assigned Skill, highlight the Skill by clicking on it, then select the desired competence level, you will see the number inside the parenthesis change. Then click update to save the change.
  2. How to access CUIC Reporting
    1. Go to CUIC Reporting
    2. Enter your NetID and then your password
    3. From the Left Side menu select Reports
    4. Select either Custom or Stock, Stock will have the majority of reports you would want to select
    5. Select either Historical or Live Data reports
    6. Select the type of report you would like to run
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