CSQ - Skill Based Routing - Most Skilled

[Luis Sanchez]

I have a Queue with 10 agents.  They all have different skill levels.  I have set the Queue to Route the call based on Highest Skill.

Is there a way I can view all agents in that Queue and what skill level they are assigned?  I can click on "Open Printable Report of this CSQ" but it only shows me the agents in the queue.  Not what skill level they are assigned for that Queue.

[Aaron Harrison · Accepted solution]

Hi

You can run this from the CCX server CLI:

run uccx sql db_cra select s.skillname, rsm.competencelevel, r.resourceLoginID, r.extension, r.resourceFirstName, r.ResourceLastName,t.teamname from skill s inner join resourceskillmapping rsm on s.skillid = rsm.skillid inner join resource r on rsm.resourceskillmapid = r.resourceskillmapid join team t on r.assignedteamid = t.teamid where s.active = 't' and r.active = 't' order by s.skillname, competencelevel, resourceloginid

I don't think there's a good way of seeing it through the GUI.

Aaron Harrison

Principal Engineer at Logicalis UK

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[Luis Sanchez]

Formatting afterwards is a nightmare but this works.  Good work Aaron!!