Paste your agents + their skills — get a complete UCCX object map: Resource Groups, Skills, Teams, CSQ mappings, plus the order to build them in. No more reverse-engineering UCCX objects from a spreadsheet.
UCCX agent + queue modeling has strict build order. Resource Groups first (for simple routing), then Skills (for skill-based routing), then Teams (supervisor grouping), then Contact Service Queues that select by resource group or skill. Get any of these wrong and your routing appears to work during test but fails under load. This tool reads your agent + skill list, infers the optimal object map, and emits a build sheet ready for UCCX Admin.
Paste your agents, click Generate object map.
Create skills and resource groups first — they're referenced by everything.
Assign agents to teams; each agent inherits team CSQ visibility.
Contact Service Queues select agents by skill or RG.
The choice between Resource Groups and Skills in UCCX usually goes wrong in one direction: teams over-use Skills when Resource Groups would do. Skills exist for cases where agents within a team have different competencies (e.g., Tier 1 vs Tier 2 Support), or where the same agent serves multiple queues with different priority (a Spanish-speaking Sales agent who's also a backup for Support). If every agent on a team has exactly the same competency, Resource Groups are simpler, cheaper on the CPU, and easier to change.
Skill-based routing shines in three specific scenarios. One: overflow between tiers — a call arrives requiring Support_T1, Support_T1 agents are all busy, UCCX can escalate to Support_T2 after 30 seconds. Two: language preference — a Spanish caller gets an agent with Spanish:10 before any Spanish:5 agent, even within the same team. Three: VIP routing — an enterprise customer's call checks for Enterprise:10 agents before the generic Sales queue.
Limit yourself to 10–15 distinct skills in a cluster. More is manageable technically but impossible to keep accurate operationally. Agents change skill levels as they learn; that data ages fast. Do a quarterly audit and prune.
No — one team per agent. But an agent with skills in multiple competencies can serve multiple CSQs.
CSQ specifies minimum level. UCCX ranks agents by skill level within the CSQ's skill, picks highest-level idle agent first.
Yes. Enhanced edition includes only Resource Group routing.
Yes — UCCX Admin → Tools → User Management → Capacity Upload (CSV).
Simple routing, one Resource Group per queue. No skills.
Three tiers, 15-second escalation. T1 → T2 → T3 as each tier busies out.
EN/ES/FR queues, enterprise tier, small-business tier.
Our UC Modernization Sprint redesigns your UCCX agent + skill + queue map, migrates data, and tunes for your actual contact patterns.