UCCX 12.5 - Queue changes by supervisor

This documents the changes that a supervisor can make to their CSQs (Contact Service Queues) in UCCX.

Supervisors can make changes to wrap-up time, service level, and minimum competence for CSQs assigned to their team.


Wrap-Up Time

Wrap-up time is the time after a call has ended before the agent is automatically made available. To make changes to the wrap-up time:
  1. Log into the UCCX Administration Page (not Finesse) with your NetID credentials.
  2. Select Select Subsystems/RmCm/Contact Service Queues from the top menu.
  3. Click the name of the appropriate CSQ
  4. Make sure that the Automatic Work is Enabled.
  5. Change the Wrapup Time to desired period. Note: time is in seconds.

Service Level

Service Level is a metric you can set to compare how many of your calls meet the desired service level. The service level is the maximum number of seconds a call should be in the queue. The Service Level Percentage is the target percentage of call you aim to meet the service level. For example, if you set the Service Level to 20 and the Service Level Percentage to 80. That means your goal is to have 80 percent of your calls answered within 20 seconds of reaching the queue. Note that the 20 seconds don't include any time going through your contact center's menus. 
  1. Log into the UCCX Administration Page (not Finesse) with your NetID credentials.
  2. Select Select Subsystems/RmCm/Contact Service Queues from the top menu.
  3. Click the name of the appropriate CSQ
  4. Change the Service Level to the desired number of seconds
  5. Change the Service Level percentage to the desired amount

Minimum Competence

Minimum Competence is lowest level of a skill that an agent must possess to receive a call from this queue.  Any agents skilled lower than the CSQ’s minimum competence will not receive calls for that queue.  By lowering the minimum competence on the queue, you can enable all of those agents to start getting calls without having to reskill each agent.  Likewise, you can increase the minimum competence to automatically stop sending calls from the queue to a group of lower-skilled agents.
  1. Log into the UCCX Administration Page (not Finesse) with your NetID credentials.
  2. Select Select Subsystems/RmCm/Contact Service Queues from the top menu.
  3. Click the name of the appropriate CSQ
  4. Click Next at the bottom of the page.
  5. Change the Minimum Competence Level
CSQ Configuration Page 1
CSQ Configuration Page 2

If you need further help, please contact the DoIT Help Desk for assistance




Keywords:cisco contact center express call center Finesse agent agents phone telephone queues csq csqs change service level wrapup wrap-up wrap up time work after call   Doc ID:110114
Owner:ELIZABETH C.Group:Voice Services
Created:2021-04-06 10:25 CDTUpdated:2021-07-13 13:30 CDT
Sites:DoIT Help Desk, Voice Services
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