CSQ specific rotation

[reder]

Hi,

Setup

We have 2 CSQs, one for Florida and one for New Jersey

We have agents with Florida Skills and Agents with New Jersey skills.

However, we also have agents with both skills.

Our goal is for the agent with both skills not lose his turn in the Florida queue if he just got off a call from NJ.

Is there a way to setup a CSQ where the queue assignment is specific to the queue and not the agent’s overall activity.

For example

FL CSQ has agent A and B

NJ CSQ has agent B

Call from FL comes in, agent A gets assigned.

Call from NJ comes in, agent B gets assigned.

Next call from FL gets assigned to agent B since he hasn’t received FL calls yet. In today’s setup agent A gets assigned because agent B just handled a NJ call.

[Elliot Dierksen]

If you have calls in queue and only 1 agent is available that has the required skills, they are going to get that call. If you want to keep calls to a certain agent group, that has to be a separate queue. You could have a group for FL, NJ, and then an overflow queue. After whatever threshold you want (likely time in queue), you could add a call to the overflow queue in the script.

[Dmytro Benda]

Hi @reder 

I think you can try to use this setup as a solution. For the Agents, who has just one skill only, set maximum skill level of 10. For the Agents with double skills set their skills like so:

- an Agent who should mostly answer FL calls but can support NJ calls as well, gets FL Skill = 8 and NJ Skill = 5;
- vise versa an Agent whose primary site is NJ and FL is a secondary one, gets NJ Skill = 8 and FL Skill = 5. 

For both CSQs set required level of skills not less than 8, i.e. FL CSQ requires FL Skill 8 or more and NJ CSQ requires NJ Skill 8 or more. Use in your CSQs (both for FL and NJ) Most Skilled by Order as Agent selection criteria.

So then, when a call arrives to FL CSQ, the UCCX first tries to find an Agent with highest possible skill and if any Agent with just FL Skill (level 10) is ready - he will be selected for a call. If not, then the UCCX will select an Agent with double skills, but first with FL Skill = 8, so the Agent with main site FL (FL = 8 & NJ = 5). If all Agents with FL=8 are busy then the call is distributed to another agent with double skills (Agent with FL=5 & NJ=8, main site = NJ). 

The same principal will be used for NJ calls. So first the UCCX tries to find a NJ skilled guy only (NJ=10), then double skilled Agent with main site NJ (NJ=8 & FL = 5), finally double skilled Agent with NJ=5 & FL=8. 

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