Check Skill Mapping for all Agents in Cisco Unified Contact Center Express

Introduction

This document describes how to check the skill mapping for more than one agent at a time in Cisco Unified Contact Center Express (UCCX) via the GUI through the Appadmin webpage.

Background Information

There is no specific report that generates the skill mapping to all agents on a single page. It is time-consuming to check this on a per-agent basis.

Check the Skill Mapping for All Agents on UCCX

In order to check skill mapping for all agents, enter this query:

run uccx sql db_cra select s.skillname, rsm.competencelevel, r.resourceLoginID, r.extension, r.resourceFirstName, r.ResourceLastName,t.teamname from skill s inner join resourceskillmapping rsm on s.skillid = rsm.skillid inner join resource r on rsm.resourceskillmapid = r.resourceskillmapid join team t on r.assignedteamid = t.teamid where s.active = 't' and r.active = 't' order by s.skillname, competencelevel, resourceloginid

This query uses SQL JOINS from the skill table, resource table, team name and resource mapping in order to generate the report. Run this query via the CLI with the use of SSH as this example output shows:

admin:run uccx sql db_cra select s.skillname, rsm.competencelevel, r.resourceLoginID,
 r.extension, r.resourceFirstName, r.ResourceLastName,t.teamname from skill s
 inner join resourceskillmapping rsm on s.skillid = rsm.skillid
 inner join resource r on rsm.resourceskillmapid = r.resourceskillmapid join team t on
 r.assignedteamid = t.teamid where s.active = 't' and r.active = 't'
 order by s.skillname, competencelevel, resourceloginid

SKILLNAME     COMPETENCELEVEL RESOURCELOGINID EXTENSION  RESOURCEFIRSTNAME  RESOURCELASTNAME  
TEAMNAME

--------------------------------------------------------------------------------------------
Skill1  5     agent1  62121           Agent1  Default
Skill1  5     agent2  62131           Agent2  Default
Skill1  5     arunabh 62000           CIPC    Default

 

Note: This helps verify agent to skill mappings. You can use it in order to remove an incorrect skill mapping to an Agent when faced with problems in skill-based routing.