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CSQ & Skills

mightyking
Frequent Contributor
Frequent Contributor

Hello Experts,

I have one CSQ, 2 Skills and 2 agents.

CSQ_Support contains the skills Support_Level_1 and Support_evel_2

Agent_1 has Support_Level_1 and Agnet_2 has Support_Level_2

Both agents are logged-in and ready. I call with reactive debug and see the call goes directly to the queue. Looks like the systems does not see the agents are logged-in and ready. As soon as I assign both Skills to Agent_1 and Agent_2 everything starts working. I In another word;

Calls go to the queue when:

Agent_1 has Support_Level_1

Agent_2 has Support_Level_2 

Calls go to the agents when:

Agent_1 has upport_Level_1 & Support_Level_2

Agent_2 has Support_Level_2  & Support_Level_1

Is this how it's supposed to work?

Thanks,

MK

 

 

1 Accepted Solution

Accepted Solutions

Hi mightyking, 

If you configure your CSQ with Level 1 AND Level 2 skills, then this CSQ expects that the agents are also assigned BOTH Level 1 AND Level 2 skills. The keyword here is AND. If you assign only one skill to the Agent, then this Agent doesn't satisfy the CSQ requirements and therefore is not selected for the incoming call. 

View solution in original post

13 Replies 13

mightyking
Frequent Contributor
Frequent Contributor

can someone shed some light on this problem?

Thanks,

MK