CCX 10.6 call distribution by skill set

[Kosi227]

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 !

[Chris Deren · Accepted solution]

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.

[Kosi227]

thanks for your help ! let me try it first