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Enthusiast

Precision Queue: Agent Order selection

Hi all,

 

If my PQ uses Most Skilled Agent as the Agent Order and there is more than 1 agent having the same agent proficiency total, what is used for the tiebreaker to select the correct agent?

a) i remember in the skilled group routing it will use alphabetical order of the agent ID?

b) will it use longest available agent as the next criteria?

c) will it randomly choose the next agent? 

 

Thanks!

-JT-

1 ACCEPTED SOLUTION

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Still the same answer, LAA is used as tie breaker.

View solution in original post

5 REPLIES 5
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Cisco Employee

If two or more agents have equal competency level, then the selection automatically defaults to Longest Available selection criteria.

For your reference, I have attached the CCX Administration Guide as well. Start looking from page number 210, section - "Resource Pool Selection Criteria: Skills and Groups"

 

Regards

Deepak

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Hi Deepak,

 

Sorry this is for UCCE/PCCE and not UCCX. I don't believe UCCX has precision queue routing at the moment. 

 

Thanks!

-JT-

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Still the same answer, LAA is used as tie breaker.

View solution in original post

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thanks guys!

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VIP Engager

I've never heard of this: a) i remember in the skilled group routing it will use alphabetical order of the agent ID?

 

Yes, LAA is the next metric used as Deepak said.

 

david

 

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