Chapter 6: Webex Contact Center Implementation -- 6.4 Skills & Routing Implementation¶
6.4 Skills & Routing Implementation¶
6.4.1 Skills Inventory (Per Chapter 3.5.1)¶
+-----------------------------------------------------------------------------+
| ABHAVTECH WXCC SKILLS INVENTORY - 18 SKILLS |
+-----------------------------------------------------------------------------+
| |
| SKILL NAME | TYPE | VALUES/RANGE | AGENTS | MIGRATION |
| ========================================================================= |
| |
| FUNCTIONAL SKILLS (Business Function) |
| ------------------------------------------------------------------------- |
| Sales | Boolean | True/False | 65 | From UCCX |
| Support | Boolean | True/False | 55 | From UCCX |
| Billing | Boolean | True/False | 15 | From UCCX |
| TechnicalSupport | Boolean | True/False | 15 | From UCCX |
| Digital_Channels | Boolean | True/False | 25 | From UCCX |
| |
| LANGUAGE SKILLS |
| ------------------------------------------------------------------------- |
| English | Proficiency| 1-10 | 175 | Enhanced |
| Hindi | Proficiency| 1-10 | 80 | Enhanced |
| Tamil | Proficiency| 1-10 | 15 | NEW (Phase 3) |
| German | Proficiency| 1-10 | 5 | NEW (Phase 3) |
| |
| REGIONAL SKILLS |
| ------------------------------------------------------------------------- |
| Region_India | Boolean | True/False | 150 | NEW |
| Region_EMEA | Boolean | True/False | 15 | NEW |
| Region_Americas | Boolean | True/False | 10 | NEW |
| |
| PRODUCT SKILLS |
| ------------------------------------------------------------------------- |
| ProductA_Expert | Proficiency| 1-10 | 8 | From UCCX |
| ProductB_Expert | Proficiency| 1-10 | 7 | From UCCX |
| ProductC_Expert | Proficiency| 1-10 | 5 | NEW |
| |
| SPECIAL SKILLS |
| ------------------------------------------------------------------------- |
| VIP_Handler | Boolean | True/False | 10 | NEW |
| Escalation_Handler | Boolean | True/False | 5 | NEW |
| Callback_Qualified | Boolean | True/False | 50 | NEW |
| |
| ========================================================================= |
| TOTAL SKILLS: 18 (vs 8 in UCCX) |
| |
| PROFICIENCY SCALE: |
| 1-3: Basic (simple inquiries) 7-9: Advanced (complex issues) |
| 4-6: Intermediate (standard) 10: Expert (escalation point) |
| |
+-----------------------------------------------------------------------------+
6.4.2 Skill Creation Procedure¶
Navigation: Control Hub -> Contact Center -> Provisioning -> Skills
Creating Boolean Skill (Example: Sales)¶
Step 1: Click "Create Skill"
Step 2: Configure Skill
| Field | Value |
|---|---|
| Name | Sales |
| Description | Sales function capability |
| Skill Type | Boolean (True/False) |
| Service Level Impact | Yes |
Step 3: Click "Save"
Creating Proficiency Skill (Example: English)¶
Step 1: Click "Create Skill"
Step 2: Configure Skill
| Field | Value |
|---|---|
| Name | English |
| Description | English language proficiency |
| Skill Type | Proficiency |
| Minimum Value | 1 |
| Maximum Value | 10 |
Step 3: Click "Save"
REPEAT for all 18 skills.
6.4.3 Skill Profile Configuration (Per Chapter 3.5.2)¶
+-----------------------------------------------------------------------------+
| SKILL PROFILE SPECIFICATIONS - 12 PROFILES |
+-----------------------------------------------------------------------------+
| |
| PROFILE NAME | SKILLS INCLUDED | AGENTS |
| ========================================================================= |
| |
| SP-01: Sales_India_EN_HI |
| ------------------------------------------------------------------------- |
| Description: India sales - bilingual |
| Skills: Sales=TRUE, Region_India=TRUE |
| English=7, Hindi=7 |
| Agent Count: 35 |
| |
| SP-02: Sales_India_EN |
| ------------------------------------------------------------------------- |
| Description: India sales - English only |
| Skills: Sales=TRUE, Region_India=TRUE |
| English=8, Hindi=3 |
| Agent Count: 10 |
| |
| SP-03: Sales_EMEA |
| ------------------------------------------------------------------------- |
| Description: EMEA sales |
| Skills: Sales=TRUE, Region_EMEA=TRUE |
| English=9 |
| Agent Count: 12 |
| |
| SP-04: Sales_Americas |
| ------------------------------------------------------------------------- |
| Description: Americas sales |
| Skills: Sales=TRUE, Region_Americas=TRUE |
| English=9 |
| Agent Count: 8 |
| |
| SP-05: Support_India_General |
| ------------------------------------------------------------------------- |
| Description: India support - general |
| Skills: Support=TRUE, Region_India=TRUE |
| English=7, Hindi=6 |
| Agent Count: 35 |
| |
| SP-06: Support_India_Tech |
| ------------------------------------------------------------------------- |
| Description: India technical support |
| Skills: TechnicalSupport=TRUE, Support=TRUE |
| English=8, ProductA_Expert=7 |
| Agent Count: 15 |
| |
| SP-07: Support_EMEA |
| ------------------------------------------------------------------------- |
| Description: EMEA support |
| Skills: Support=TRUE, Region_EMEA=TRUE |
| English=9 |
| Agent Count: 3 |
| |
| SP-08: Billing_India |
| ------------------------------------------------------------------------- |
| Description: India billing |
| Skills: Billing=TRUE, Region_India=TRUE |
| English=7, Hindi=6 |
| Agent Count: 15 |
| |
| SP-09: Digital_India |
| ------------------------------------------------------------------------- |
| Description: Digital channels (chat/email) |
| Skills: Digital_Channels=TRUE |
| English=8, Hindi=5 |
| Agent Count: 20 |
| |
| SP-10: Digital_Global |
| ------------------------------------------------------------------------- |
| Description: Global digital support |
| Skills: Digital_Channels=TRUE |
| English=9 |
| Agent Count: 5 |
| |
| SP-11: VIP_Handler |
| ------------------------------------------------------------------------- |
| Description: VIP customer handling |
| Skills: VIP_Handler=TRUE, Sales=TRUE, Support=TRUE |
| English=10 |
| Agent Count: 10 |
| |
| SP-12: Supervisor |
| ------------------------------------------------------------------------- |
| Description: Supervisor (all skills for escalation) |
| Skills: Escalation_Handler=TRUE, All functions |
| English=10 |
| Agent Count: 10 |
| |
+-----------------------------------------------------------------------------+
Skill Profile Creation Procedure¶
Navigation: Control Hub -> Contact Center -> Provisioning -> Skill Profiles
Step 1: Click "Create Skill Profile"
Step 2: Configure Profile
| Field | Value (Example: Sales_India_EN_HI) |
|---|---|
| Name | Sales_India_EN_HI |
| Description | India sales - bilingual |
Step 3: Add Skills
| Skill | Type | Value |
|---|---|---|
| Sales | Boolean | TRUE |
| Region_India | Boolean | TRUE |
| English | Proficiency | 7 |
| Hindi | Proficiency | 7 |
Step 4: Click "Save"
REPEAT for all 12 skill profiles.