Question about UCCX CSQ

[dominic.huot.agence161]

I have to setup new CSQ.

Here's what I need to configure :

There is 2 IT department coming in our office. There are each other supporting different peoples, but they are the backup of the other department

For example :

CSQ 1 have skill "IT Dept 1"

CSQ 2 have skill "IT Dept 2"

When all agent in CSQ 1 are busy or not connected, CSQ 2 need to take the lines.

So I think I should put skill "IT Dept 1" to 10 for all the agents in CSQ 1 and "IT Dept 2" to 1 and the opposite in CSQ 2.

Am I right ? Is it the way to do this ?

[Deepak Mehta]

Hi Dominic,

If both departments have different set of people working in it then i think IP dept 1 skill can be assigned only those agents and same goes for IT dept 2 skill.If all agents are busy in CSQ 1 then you can send the call to CSQ2.

Otherwise if same set of people catering to both then you may use the competencies for skill 1 ( 10 for agent A and 5 for Agent B and vice versa for skill 2.When selection criteria is set to Most Skilled Based routing then IT dept 1 agents will always be chosen first and if they are busy then it will go to IT dept 2 agents.