Allowing Supervisors to Modify Skill Levels in UCCX 9
Since we installed Cisco’s Call Manager Express call center system a couple of years ago I could set my watch by the requests from our group of supervisors to modify the skill level of our various agents for the various Customer Service Queues (CSQs). Generally at the same time they will request access to do this themselves. Imagine my excitement when UCCX 9 was released and one of the features was a mobile browser application called, creatively, Mobile Skill Manager to do just that. Further you can imagine my chagrin when after upgrading we quickly realized that the app doesn’t work particularly well at this point, either in a mobile browser or through any of the major standard browsers.
So to twitter I went trying to find a way to make this happen and lo and behold I found the answer within the System Parameters of UCCX. Start by logging into the web interface and look in System> System Parameters. Then under the Application Parameters section you will find an option called “Supervisor Access.” By default this will be set to No Access to Teams, and if you want to provide access you will need to choose one of the other two options depending on your need, Access to All Teams or Access to Supervisor’s Teams only. For us we chose the former because we are a relatively small call center where all the Supervisors cross train.
So what does this do? Changing this setting allows Supervisors access to a subset of the menu when they log in with their own credentials at the /appadmin web link, specifically it allwos them access to the RmCm Subsystem which controls the various settings related to CSQs, Resources (Agents), and Skills. You may want to provide this access with a little guidance because with this they will be able to create and delete CSQs, Skills and Resources as well and most likely you won’t want them to do this.
While I am happy to have this option, I believe we can do it better. In a perfect world this the base functionality would be built into the Supervisor Desktop application or the new Finesse web interface, with a capability to turn access on and off. Further I’ve heard tale of an IP service application being developed by CTI Logic to allow desktop phone access to perform this task. Both of those would be extremely nice to have as less interfaces for the user to know is always a good thing.