Reskilling

Allow supervisors to create a set of queues (queue sets) that can then be applied/removed from an agent's profiles with a single click. Optionally, agents can be allowed to reskill themselves too - and all this is available inside of the 2Ring Team Gadget within Cisco Finesse.

UCCX - Resource Skill - SUPPORTED

Agents do not belong to any queue - there is no direct relationship between queues and agents. This relationship is defined through skills - for example, in UCCX, there are CSQs and a set of business skills, such-as a Language Skill or Product Skill. On every CSQ the administrator defines what default skills an agent needs to have and at what level of expertise (1-10) to best handle calls from the CSQ. We do not change or manage these business skills or expert values that agents already have. Those are still managed in Cisco AppAdmin page. However, we can enable ad-hoc adding/removing agent from a CSQ by creating a "tech skill" that we call discriminator. This tech skill must be part of every CSQ (this is a pre-requisite for our reskilling to work. We turn on/off this tech skill and thus the agent is added or taken out of certain CSQ. In other words, this does not require any changes in “expert values” or “skill levels.” This means that a supervisor can manage queue sets with a simple and easy to use interface. Furthermore, all agents in a queue set can be “skilled” to handle calls from additional queues and vice versa. With a single click, an agent can be added or taken out a queue set.

UCCX - Resource Group - LIMITED SUPPORT

What CSQ is handled by what Resource Group (group of agents) - 1:1 map

Those CSQs that use this Resource Group regime cannot be managed via 2Ring skilling, however, customers can still create CSQs that use resource skill (see above for details) and add agents to those CSQs (or remove from) via the 2Ring tool.

UCCE - Precision Skilling - SUPPORTED

With Precision Skilling, agents do not belong to a particular queue, thus there is no direct relationship between queues and agents. This relationship is defined through skills. There are Precision Queues (PQ) and a set of business attributes, such-as Language or Product. On every PQ the admin defines what attributes an agent needs to have and at what level of expertise (1-10) to handle calls from such a PQ. We do not change or manage these business attributes that agents already have. Those are still managed in CiscoCC admin. However, we can enable ad-hoc adding/removing agent from a PQ by creating a "tech attribute" that we call a discriminator. This tech attribute must be part of every PQ (this is a pre-requisite for our reskilling to work). As we turn on/off this tech attribute and the agent is added or taken out of certain PQs. In other words, this does not require any changes in attributes. This means that a supervisor can manage queue sets with a simple and easy to use interface. Furthermore, all agents in a queue set can be “skilled” to handle calls from additional queues and vice versa. With a single click, an agent can be added or taken out a queue set.

UCCE - Skillgroup based Skilling - SUPPORTED

There is a map between agents and Skill Group. We manage what agent belongs to what Skill Group, and since we have "queue sets", it makes it easy to add or remove agents to multiple Skill Groups at one time with a single click.