Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Provision of Unified CCX

Publisher

Cisco Systems

URL

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/maintain_and_operate/guide/uccx_b_1251su3_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_01000.html

Published

unknown

Updated

unknown

Accessed

2026-09-22

HTTP status

200

License

Cisco proprietary documentation; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Unified CCX skill competency runs from level 1 as the lowest skill level to level 10 as the highest. in context
• A Unified CCX Contact Service Queue controls incoming calls by determining where a call is placed in the queue and to which agent it is sent. in context
• A Unified CCX CSQ is configured with a Resource Pool Selection Model of either Resource Skills, producing a skills-based CSQ, or Resource Group, producing a resource-group-based CSQ. in context
• Unified CCX resource groups are collections of agents that a CSQ uses to handle incoming calls. in context
• Unified CCX skills are customer-definable labels assigned to agents. in context
• Unified CCX permits a maximum of 150 skills in the system and up to 50 skills assigned to a single agent. in context
• A Unified CCX team is a group of agents who report to the same supervisor, with one primary supervisor and optional secondary supervisors. in context

Cite this source record

APA

WarmTransfer. (2026, September 22). Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Provision of Unified CCX. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-uccx-1251su3-provision

BibTeX

@misc{warmtransfer-cisco-uccx-1251su3-provision,
  title  = {Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Provision of Unified CCX},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-uccx-1251su3-provision},
  note   = {Cisco Systems, accessed 2026-09-22}
}