How to view Skill and Agent Competence

[Matthew Meriage]

CCX 8.5

I've found a few ways to see what Resources are assigned to a CSQ, or Skill.  However I have yet to find a way to view all the Resources assigned to a Skill with their Competence in one view.  Is there something I'm missing?  It can be very time consuming to validate 400 agents one by one across 50 Skills with 3 tiers of Competence in each Skill.

Here is basically all I've found so far.  If it could list in parentheses the Competence level next to the name that would be great.

"Skill Report" 

Skill Name	MySkill-ABC
Resources	John Doe Jane Doe Jeff Smith Sarah Brown

<BR type="_moz" mozdirty> 

"Contact Service Queue Report"

Contact Service Queue Name	MyCSQ
Contact Service Queue Type	Voice
Contact Queuing Criteria	FIFO

<!-- CSCso75608 start  ><! CSCso75608 end  -->

Automatic Work	Enabled
Wrapup Time	180 Second(s)
Resource Selection Criteria	Most Skilled

<!-- CSCso75608 start  ><! CSCso75608 end  -->

Resource Pool Selection Model	Resource Skills
Skills	MySkill-ABC( Competence Level:1;Weight:1;Order:1 )
Resources	John Doe Jane Doe Jeff Smith Sarah Brown

<BR type="_moz" mozdirty> 

Thank you

[Aaron Harrison · Accepted solution]

Hi

Well.. here's an example of how you mine the information. Connect to the server via SSH, then past this in:

run uccx sql db_cra select s.skillname, r.resourceloginid, rsm.competencelevel from skill s inner join resourceskillmapping rsm on s.skillid = rsm.skillid inner join resource r on rsm.resourceskillmapid = r.resourceskillmapid where s.active = 't' and r.active = 't' order by s.skillname, competencelevel, resourceloginid

Everything after the 'run uccx sql db_cra' is standard SQL stuff, so read up on that, and use the DB schema published at the URL below to figure out how to get more information:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85dbschema.pdf

Regards

Aaron Harrison

Principal Engineer at Logicalis UK

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[Matthew Meriage]

Wow looks like my formatting was bad in my OP.  I dont know why I didnt even think about trying a sql select.  Thank you!