Source record · tier 2 current vendor documentation
Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - 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_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html
- Published
- 2025-04-30
- Updated
- unknown
- Accessed
- 2026-09-30
- HTTP status
- 200
- License
- Cisco documentation; all rights reserved; no-redistribution; short excerpts and locators only
Source notes citing this source
- The Contact Service Queue field Automatic Wrapup determines whether agents handling calls routed through that CSQ automatically enter the Wrapup state when a call ends; it is Disabled by default. in context
- The Contact Service Queue field Wrapup Time determines the length of the Wrapup state for that CSQ when a call ends, either enabled with a number of seconds or disabled for no limit. in context
- Unified CCX automatically creates a default team that cannot be deleted, and agents who are not assigned to any team belong to it. in context
- In Unified CCX a team is a group of agents who report to the same supervisor, with one primary supervisor and optional secondary supervisors, and teams are created in Unified CCX Administration under Subsystems > RmCm > Teams. in context
- Each agent can belong to a maximum of 25 CSQs. in context
- The Resource Configuration page has an optional Resource Group field that associates the agent with one resource group. in context
- Skills with competency levels are assigned to an agent on the agent's Resources page or in bulk through Subsystems > RmCm > Assign Skills, up to 50 skills per agent. in context
- After an agent is added, Cisco says to wait 10 minutes for Unified CCX to synchronize automatically. in context
- The Automatic Available setting on an agent defaults to Enabled and returns the agent to Ready automatically after finishing a call. in context
- CSQ changes take effect only when all agents affected by the changes have left the Ready state. in context
- For the Resource Group model the selection criteria are Longest Available, Linear, Circular, Most Handled Contacts and Shortest Average Handle Time. in context
- For the Resource Skills model the selection criteria are Longest Available, Most Handled Contacts, Shortest Average Handle Time, Most or Least Skilled, Most or Least Skilled by Weight, and Most or Least Skilled by Order. in context
- When a CSQ is deleted, the skills or resource groups associated with it are automatically removed from the CSQ. in context
- Linear picks the next available agent with the highest priority by agent order in the Resources list; Circular does the same but starts from the last agent selected. in context
- CSQ page 1 carries CSQ Name, CSQ Type (Voice), Automatic Wrapup, Wrapup Time, Resource Pool Selection Model, Service Level, Service Level Percentage and Prompt. in context
- A CSQ's Resource Pool Selection Model is mandatory and is either Resource Skills or Resource Group, and it determines which Resource Selection Criteria are offered. in context
- For a Resource Group CSQ, page 2 has you choose the CSQ's resource group from a Resource Group drop-down. in context
- Service Level is the target maximum number of seconds a call is queued before connecting to an agent, and Service Level Percentage is the target share of contacts that meet it. in context
- For a Resource Skills CSQ, page 2 assigns skills with a minimum competence level, optional weights from 1 to 1000 and an order set with arrow icons, and a Show Resources icon lists agents who meet the criteria. in context
- CSQs are created under Subsystems > RmCm > Contact Service Queues with Add New, in a two-page configuration: general settings first, then resource selection. in context
- Choosing the Resource Group model gives flat, order-based distribution with one group per agent, whereas the Resource Skills model lets one agent serve several CSQs through different skills and competency thresholds. inferred in context
- A deleted resource group is removed automatically if it is not associated with any agents and CSQs. in context
- Resource groups are created under Subsystems > RmCm > Resource Groups by clicking Add New, entering a name and clicking Add. in context
- Only agents with an assigned IPCC Extension appear in the UCCX Resources list (Subsystems > RmCm > Resources). in context
- The RmCm provider is a Unified CM Telephony user that the Resource Manager uses, displayed under Subsystems > RmCm > RmCm Provider with primary and secondary CTI Manager and user ID fields. in context
- The RmCm user specified through Unified CCX Administration is updated automatically in Unified CM. in context
- Skill competency levels range from 1 (Beginner) to 10 (Expert). in context
- A deleted skill is removed automatically if it is not associated with any agents and CSQs. in context
- A UCCX 15.0 system supports a maximum of 150 skills. in context
- Skill names do not support a set of special characters including apostrophe, @, $, %, &, *, parentheses, quotes, period, slash, comma and hash. in context
- Skills are customer-definable labels assigned to agents and are created under Subsystems > RmCm > Skills with Add New. in context
- Teams are created under Subsystems > RmCm > Teams with a mandatory primary supervisor, optional secondary supervisors, assigned resources and assigned CSQs. in context
- UCCX creates a Default team automatically that cannot be deleted, and agents not assigned to another team belong to it. in context
Cite this source record
APA
WarmTransfer. (2025, April 30). Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-uccx-1501-aog-provision-uccx
BibTeX
@misc{warmtransfer-cisco-uccx-1501-aog-provision-uccx,
title = {Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX},
author = {{WarmTransfer}},
year = {2025},
url = {https://warmtransfer.net/knowledge/sources/cisco-uccx-1501-aog-provision-uccx},
note = {Cisco Systems, accessed 2026-09-30}
}