- 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.
How to access 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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