Agents with multiple skills and csq's

[benbollinger]

I have reports of agents who are in several csq's gettings calls when agents with a higher skill level is available. The csq's are all set for most skilled.  Here's the setup:

UCCX 8.5.1SU2 Premium.  Cisco Agent Desktop.   7942's and Ip Softphones.

Sales CSQ

-Most Skilled

-Skill "sales"  Minimum 1

Service CSQ

-Most Skilled

-Skill "service"  Minimum 1

Agent              Sales Skill       In sales CSQ?        Service Skill       In service CSQ?

Agent 1               5                         Yes                    2                         Yes

Agent 2               2                         Yes                    5                         Yes

So both sample agents are in both queues,  but it seems like agent 2 gets sales calls when agent 1 is available, but not all the time.  Is there a way to verify this,  or a common cause?

[benbollinger]

Also,

The callmanager version is 8.5 as well,  and it is LDAP intrgrated-

[benbollinger]

We did more testing today,  and rebooted the uccx server, but still expereince the issue.

[Nathan Gageby]

Did you check in these situations which agent has been longest available?

[benbollinger]

Since it is set to most skilled,  would longest available come into effect?  I thought that only mattered if the csq had more than 1 skill assigned to it.

[Nathan Gageby]

We have noticed that it can have an impact, just wondering if you had looked at that during the issue. 

[benbollinger]

I can definetly look.  I thought that only came into effect if you had multiple skills in the SAME csq.   Have you noticed the longest idle agent getting a call even if they're less skilled?

[Nathan Gageby]

Yes.

[vcaballero]

Hi Ben,

did you solve this isue we are in the exact same case as you.

Rgds

Vicente

[Aaron Harrison]

Hi All

If you have 'Most Skilled' configured as described in the original post above, then the most skilled agent should receive the call. Longest idle should become a tie-breaker only if there are two equally skilled agents available.

If you are certain you are seeing this, you should be able to evidence it by producing:

1) An Agent State Detail report for the most skilled agent and the agent who received the call incorrectly. This would show when the agents were considered available by the system.

2) An Agent Detail report that will show the calls develiered to the agent.

By comparing these two reports you might see that the most skilled agent actually wasn't available. If you see that they were, and should have received the call then you should raise a TAC case and provide those reports as evidence for starters.

Regards

Aaron Harrison

Principal Engineer at Logicalis UK

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