How to script logical CSQ ?

[j-lock]

Hi,

I have seen in the CCX Historical Reporting guide 8.5 (but it was in previous versions already) the "Common Skill Contact Service Queue Activity Report". There is mention of logical CSQ :

"This report is designed for customers who have logical CSQs configured. A logical CSQ is a group of CSQs configured with the same skill but with different competence levels. When a call comes in to a script that uses the “logical CSQ” approach, it first goes to the CSQ with the lowest skill level. If the wait time exceeds the predefined threshold, the call goes to the next higher skill level."

Does someone know how to script one logical CSQ, I found nothing in the administration guide, nor the scripting guides ??

Thanks.

[Jonathan Schulenberg]

There is no special type of CSQ. In this model you create a single skill (e.g. Support) and then multiple CSQs (e.g. Support_TierA, _TierB, and _TierC). You add the Support skill to all three CSQs with the Most Skill selection criteria. The difference is that you place a different minimum competency level at each tier. For example _TierA may require a competency of five, _TierB a comptency of three or above, and _TierC a competency of one or above. Your resources are all assigned a competency rating for the skill.

You will add nested Select Resource steps in the script to queue the call across multiple CSQs simultaniously. The nested steps will have a logic gate, typically an If step, delaying their use until the condition is met (e.g expected wait time, actual wait time, etc). Each of these CSQs will have the same skill but will in effect allow more resources to take the call.

[Anthony Holloway]

This is referring to a trick we do because of a client request/system limitation.

Here, let's start with a scenario:

You have an application support group divided like so:

Application Support - Tier 2 (Lower skilled agents, relatively new, not very experienced)

Application Support - Tier 1 (Higher skilled agents, has seniority, very well experienced)

With a traditional CSQ approach, you would use a single skill:

app_support_skill

With a single CSQ:

app_support_csq (most skilled; app_support_skill: minimum skill = 2)

And you assign your Agents like so:

Tier 2 get skills from 2 to 6

Tier 1 get skills from 7 to 10

In your script you Select Resource from the app_support_csq, and you get someone.  Maybe it's tier 2, maybe it's tier 1.  Yes, the logic dictates that tier 2 will be considered before tier 1, however, you have no control over this in the script.  And by control I mean, maybe you want to wait around for 30 seconds for a tier 2 person before selecting a tier 1.  Or maybe you want to only select a tier 1 person if 3 or more people are idle (Ready state).

So, how can we achieve some granular controls over resource selection then?  Logical CSQs.

Now, I create a second CSQ, and modify my original, which gives me the new configuration of:

app_support_t2_csq (least skilled; app_support_skill: minimum skill = 6)

app_support_t1_csq (least skilled; app_support_skill: minimum skill = 1)

And you assign your Agents like so:

Tier 2 get skills from 6 to 10; lower meaning more skilled

Tier 1 get skills from 1 to 5; lower meaning more skilled

Now, in your script you can Select Resource from the app_support_t2_csq first, which only considers tier 2 agents, wait or check stats, then finally (or not at all) Select Resource from the app_support_t1_csq to include tier 1 agents.

There are several other ways to achieve this type of solution, this is certainly not the only one.  For example, you could create a second skill: app_suppport_t1_skill, and totally separate your agents.

I hope this helped to explain a little better for you.  Please rate helpful posts!

Anthony

[j-lock]

Thanks guys, you made my day

[Anthony Holloway]

Anthony high fives Jonathan

Just another day on the job.