CCX Contact Service Queue Configuration agent limit

[mclean.danny]

I recently installed some more enhanced seats in CCX. Is there a way to limit the amount of agent logins per queue? I wanted to make sure we are able to use the additional seats and if we can carve them out per queue. I would normally open a TAC case but I am waiting on smartnet to be renewed.

Thanks,

Danny

[Deepak Rawat]

Agent login has nothing do with the CSQ configuration. You simply assign the Resource Group or Skills to the agents based on which they become part of a CSQ.

For example, you have 25 seats license then 25 agents can concurrently login at a given point of time. How many of them will now take calls for CSQ A, B, C and so on will be based on the Resource Group and Skills assigned to them.

Regards

Deepak

[mclean.danny]

Thanks Deepak. So the seats can not be assigned to queues? That confirms my findings.

[Deepak Rawat · Accepted solution]

Yes they do not, there is no relation between seats and queues. You can have 50 agents assigned to a CSQ but the only number of agents which will be able to login into CAD/Finesse will be decided on your seat license.

Regards

Deepak