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Cisco Unified Contact Center Management Portal 11.0(1)
User Guide
Cisco Cisco Unified Contact Center Management Portal 11.0(1) User Guide
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2.5.1 About Security Settings
22
2.5.2 Changing the Security Settings
22
2.6 Provisioning Settings
24
2.6.1 Changing the Provisioning Settings
24
2.7 Viewing the Unified CCMP Version
25
3 Service Manager
26
3.1 About Service Manager
26
3.2 Configuring Access to the Service Management Tools
26
3.3 Agent Team Management
27
3.3.1 About the Agent Teams Tool
27
3.3.2 Viewing an Agent Team
27
3.3.3 Viewing or Editing Agents
27
3.3.4 Changing an Agent’s Team
29
3.3.5 Adding a New Agent
29
3.3.6 Adding a New Person
31
3.4 Agent Reskilling
32
3.4.1 About the Re-Skilling Tool
32
3.4.2 Viewing a Skill Group
32
3.4.3 Adding an Agent to a Skill Group
33
3.4.4 Removing an Agent from a Skill Group
33
4 Information Notices
34
4.1 About Information Notices
34
4.2 Viewing Current Information Notices
34
4.3 Advanced Mode Options
35
4.3.1 About Advanced Mode Options
35
4.3.2 Creating an Information Notice
35
4.3.3 Viewing Information Notices
36
4.3.4 Editing an Information Notice
36
4.3.5 Deleting an Information Notice
36
4.3.6 Moving an Information Notice
36
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