Cisco Cisco Unified Contact Center Management Portal 11.0(1) User Guide
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User Manual for Cisco Contact Center Management Portal Release 7.1
Create Skill
Groups and
assign agents to
skill groups.
Groups and
assign agents to
skill groups.
A skill group is a collection of
agents that share a common set of
skills. In IPCC, skill groups are one
of the primary devices for routing
and reporting.
agents that share a common set of
skills. In IPCC, skill groups are one
of the primary devices for routing
and reporting.
An agent can be associated with
multiple skill groups and each skill
group is associated with a specific
media routing domain (MRD) such
as voice, chat, or e-mail. Note that
the IPCC Web Administration Tool
allows you to create, view, and
assign agents to Voice skill groups
only. If you are deploying other
MRD options, skill groups
associated with those MRDs must be
administered via the Administration
interfaces for those applications.
multiple skill groups and each skill
group is associated with a specific
media routing domain (MRD) such
as voice, chat, or e-mail. Note that
the IPCC Web Administration Tool
allows you to create, view, and
assign agents to Voice skill groups
only. If you are deploying other
MRD options, skill groups
associated with those MRDs must be
administered via the Administration
interfaces for those applications.
Manage
Skill
Groups
page
Skill
Groups
page
Create Agent
Teams. Assign
agents and
supervisors to
teams.
Teams. Assign
agents and
supervisors to
teams.
Agent teams allow you to associate a
set of agents with a specific
supervisor. In addition to reporting
uses, this association also allows
IPCC to determine which supervisor
to route an agent's Supervisor Assist
requests to.
set of agents with a specific
supervisor. In addition to reporting
uses, this association also allows
IPCC to determine which supervisor
to route an agent's Supervisor Assist
requests to.
Manage
Agent
Teams page
Agent
Teams page
Optionally,
create Enterprise
Skill Groups.
Assign skill
groups to
enterprise skill
groups.
create Enterprise
Skill Groups.
Assign skill
groups to
enterprise skill
groups.
An enterprise skill group is a logical
grouping of skill groups, and can
include skill groups from different
MRDs. Through enterprise skill
groups, you can generate reports that
include any grouping of skill groups
you desire. Note: Unlike the Skill
Groups page, the Enterprise Skill
Groups page in IPCC Web
Administration can display skill
groups from all MRDs.
grouping of skill groups, and can
include skill groups from different
MRDs. Through enterprise skill
groups, you can generate reports that
include any grouping of skill groups
you desire. Note: Unlike the Skill
Groups page, the Enterprise Skill
Groups page in IPCC Web
Administration can display skill
groups from all MRDs.
Manage
Enterprise
Skill
Groups
page
Enterprise
Skill
Groups
page
Contact Routing Tasks
The tasks listed below pertain to contact (voice and non-voice) routing
configuration.
configuration.
Task
Description
Where