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Beginner

CCX 10.6 call distribution by skill set

Hi ,

 

i am doing a implement for a company which using CCX10.6 with finesse configuration,

there have 3 CSQ in the CCX hotline, total 5 agents, and  some agents need take care of two CSQ in same time ,which is  just like below:

 

Admin CSQ

 Agent A --> Agent B --> Agent C then voice mail if no agent available

 

Finance CSQ

Agent B --> Agent C --> Agent D then voice mail if no agent available

 

HR CSQ

Agent C--> Agent D--> Agent E then voice mail if no agent available

 

can it possible configure like this in CCX ?  

thanks for the help !

 

 

1 ACCEPTED SOLUTION

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Hall of Fame Master

Yes, create skills (i.e Admin, Finance, HR), CSQs each using single skill (Admin, Finance, HR) use most skilled routing algorithm on the CSQs, then assign agents as following:

 

 Agent A -skill Admin competence 10

Agent B - Admin(7), Finance(10)

Agent C- Admin(5), Finance(7), HR(10)

Agent D- Finance(5), HR(7)

 

 

Agent D- HR()

 

Then in your script queue specific CSQ based on caller input, dialed number, etc. and provide an option to leave VM or add a variable timer to go to voicemail after X seconds in queue, etc.

View solution in original post

2 REPLIES 2
Highlighted
Hall of Fame Master

Yes, create skills (i.e Admin, Finance, HR), CSQs each using single skill (Admin, Finance, HR) use most skilled routing algorithm on the CSQs, then assign agents as following:

 

 Agent A -skill Admin competence 10

Agent B - Admin(7), Finance(10)

Agent C- Admin(5), Finance(7), HR(10)

Agent D- Finance(5), HR(7)

 

 

Agent D- HR()

 

Then in your script queue specific CSQ based on caller input, dialed number, etc. and provide an option to leave VM or add a variable timer to go to voicemail after X seconds in queue, etc.

View solution in original post

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thanks for your help ! let me try it first
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