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Agent skill assignment issue in UCCX

sudhir kumar1
Level 1
Level 1

Hi All,

We are facing issue in agent skill assignment as agents are receiving calls from the projects which are not assigned to them as due to competence level higher skilled agent for particular skill are receiving lower competence csq call.

below table is the summary of the projects distributed to agents.

Can anybody help on this issue. 

we are using UCCX version 11.6

 

Skills Projects Agents
EN Project1, Project2,  Project3, Project4 Agent1
JP, EN  Project5, Project4 Agent2
JP, EN  Project5, Agent3
JP Project1, Project3, Project2, Project4 Agent4
JP, EN Project1,  Project5, Project2 Agent5
JP Project1, Project3, Project2, Project4 Agent6
JP, EN Project6, Project5, Project2, Project3 Agent7
JP Project6, Project5, Project2 Agent8
JP, EN  Project5, Project4, Project3 Agent9
JP  Project5 Agent10

 

Regards..

Sudhir kumar

5 Replies 5

Chris Deren
Hall of Fame
Hall of Fame

You need to look at CSQ configuration and not just skills, you can see printable report of which agents is part of which CSQ (via skill assignment) by going to each CSQ config. If you want you can also post an example of one of your CSQs and agent assignment for us to take a look.

Hi Chris,

 

Thanks for the reply.

Actually my question is that if agent have higher competency level than the CSQ competency level he will receive the call for that CSQ irrespective of the he is managing that CSQ or not 

Is there any method to avoid this.

Below is the sample config

Agent 1 --Skill = English,  Competence Level 6

Assigned CSQ= Project1_CSQ_English =Competence level=6

Assigned CSQ= Project2_CSQ_English =Competence level=6

Assigned CSQ= Project3_CSQ_English =Competence level=6

Assigned CSQ= Project4_CSQ_English =Competence level=6

Agent 2 --Skill = English,  Competence Level 7 , Skill = Japanese,  Competence Level 6

Assigned CSQ= Project4_CSQ_English =Competence level=6,

Assigned CSQ= Project4_CSQ_Japanese =Competence level=5, 

Assigned CSQ= Project5_CSQ_English =Competence level=7,

Assigned CSQ= Project5_CSQ_Japanese =Competence level=6, 

 

Now the issue is that Agent 2 will receive Calls for Projects 1,2,3 for English CSQ as competence level is 7

Is there any way to avoid this.

 

Regards..

Sudhir kumar

 

If agents meets the minimum CSQ competency requirements then that agent will be presented the call for that CSQ using algorithm defined on the CSQs, i.e. most skilled, least skilled, longest available, etc.  If you want agents to no be part of a queue you need to define CSQs appropriately.

Does agent 2 need to answer calls with English OR Japanese only, or perhaps does it need to be combination of both in which case you can create a CSQ with multiple skill required, i.e. :

CSQ Project EN JP - skill EN (6) + skill JP (6)

Hi Chris,

 

Agent 2 need to answer English and Japanese calls both and as you mentioned that CSQ has to be defined appropriately. Can you please explain it as i am not getting this.

Also you mentioned CSQ Project EN JP - skill EN (6) + skill JP (6) 

So it means 1 CSQ for both English and japanese.

Is it possible to create 2 skills in 1 CSQ.

 

Regards..

Sudhir kumar

 
 

Yes, a CSQ can have multiple skills assigned to it, this way in order for an agent to be part of it he/she needs to be assigned to both skills at appropriate skill level. Does that solve your problem?

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