In UCCX CSQ's what exactly does "longest available" mean for picking a resource.

[David Tamburin]

In UCCX CSQ's what exactly does "longest available" mean for picking a resource.

Does it mean longest agent in ready state?  If so why doesn't it say that?

Thanks,

Davidt

[Chris Deren · Accepted solution]

Yes, it means the selection algorithm for selecting the agent to present the call to is using the agent that has been in ready state the longest from the pool of available/skilled agents.

Chris

[CjD2018]

In longest available, what part does Competence Level:1; Weight:1; Order:1 play? For example, if the majority of agents have a level 1 competence, will the supervisor on Level 10 ever get a call?

[iptuser55]

Longest idle vs most skilled/Competence

You should view longest idle as the default

If the system is designed with most skill/competence then it will for the best agent - most skill in language or sales etc now if there are two agents with same skill level then it looks at the next level " l down " to determine which agent gets the call in this case longest idle, so longest idle can act as a tie breaker-if all others are equal look at longest idle

[CjD2018]

But does this mean a supervisor on competence level 10 will never receive a phone call? In longest available, how does one make a supervisor only receive a call if all the agents are busy?

[iptuser55]

If the supervisor is the least skilled then the call will be offered to the other most skilled agents first. If there is another agent with the same skill level as of a supervisor then the system will look at both the agent and supervisor and decide who was the longest idle and offer them the call. So basically you need to make sure the supervisor has the least skill