2Ring - Unified Communications and Contact Center Solutions

Reskilling

Allow supervisors to create a set of queues (queue sets) that can then be applied/removed from agents’ profiles at once. Optionally, agents can be allowed to reskill themselves too - and all this is available inside of 2Ring Team Gadget and thus inside of Cisco Finesse.

UCCX - Resource Skill - SUPPORTED

Agents do not belong to any queue - there is no direct relationship between queue and agent. This relationship is defined through skills - for example, in UCCX, there are CSQs and a set of business skills - Language Skill or Product Skill. On every CSQ then admin defines what skills agent needs to have and at what level of expertise (1-10) to handle calls from such CSQ. We do not change or manage these business skills (some calls these expert values) that agents already have. Those are still managed in CiscoCC admin. 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 - so there is a little bit of CiscoCC admin work to set this up). We turn on/off this tech skill and by that agent is added or taken out of certain CSQ. In other words, this doesn’t require any changes in “expert values” or “skill levels.” This means that supervisor is able to manage queue sets - with a single click - all agents in a certain queue set can be added to handling calls from additional queue and vice versa, with a single click, 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, customer can still create CSQ that use resource skill (see above for details) and add agents to those CSQs (or remove from) via 2Ring tool.

UCCE - Precision Skilling - SUPPORTED

Agents do not belong to any queue - there is no direct relationship between queue and agent. This relationship is defined through skills - there are PQs and a set of business attributes - Language or Product. On every PQ then admin defines what attributes agent needs to have and at what level of expertise (1-10) to handle calls from such 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 discriminator. This tech attribute must be part of every PQ (this is a pre-requisite for our reskilling to work - so there is a little bit of CiscoCC admin work to set this up). We turn on/off this tech attribute and by that agent is added or taken out of certain PQs. In other words, this doesn’t require any changes in attributes. This means that supervisor is able to manage queue sets - with a single click - all agents in a certain queue set can be added to handling calls from additional queue and vice versa, with a single click, agent can be added or taken out a queue set.

UCCE - Skillgroup based Skilling - SUPPORTED

There is a map between agent and skillgroup - so we manage what agent belongs to what skillgroup and since we have "queue sets" - agents can be easily taken out or added to multiple skillgroups at once.