skill based routing

[Roman Rodichev]

Using skill-based CSQs (most skilled)

I understand that when several agents are ready the new call will go to the agent with highest competence level (highest skill)

What about when there are calls in the queue, and one agent goes ready, how do I make sure that he gets the call that he has the highest skill for?

CSQ A - Skill A

CSQ B - Skill B

Agent1 - Skill A level 10, Skill B level 8

Agent2 - Skill A level 8, Skill B level 10

No agents are ready

three calls are queued, two in A and one in B

Agent1 goes ready and should first get a call from CSQ A since his skill level for A is higher than skill level for B. But for some reason he's getting calls from CSQ B sometimes. We want him to first get all calls from A, and once all A calls are gone, start taking calls from B.

In other words.

I know that new calls will route to agents with highest skill, but what is the logic when there are some calls in the queue already? Does it simply look at the first call in the queue to make a decision?

I think what's happening is this: "the first call in the queue is from CSQ B, send it to the agent with a highest level for skill B, the only agent ready with Skill B is Agent1, send the B-call to Agent1"

But we need it to be: "there are three calls queued, two in CSQ A and one in CSQ B, there is one agent Agent1 ready with Skill A level 10 and Skill B level 8, he should first get calls for CSQ A, send one of the CSQ A calls to Agent1"

Hope this makes sense.

Regards

[thomascollins]

Hi Roman,

We had the exact same question.  (See https://supportforums.cisco.com/thread/2054006?tstart=0)

I even contacted TAC. The bad news is, what we're trying to do is not possible.  Skill based routing is self-contained within any CSQ.  It doesn't take into account any other calls in other queues.

So the only way to make sure Agent1 gets the call in CSQ A is to use priorities, and in the script set CSQ A's calls to a higher priority.  Of course that doesn't do exactly what we want because it's global.  So ALL calls in CSQ A would get answered before CSQ B, regardless of Agent config.

We wanted to do what you implied -- have some agents that have a higher skill in CSQ A, so they take those calls first.  Basically make an agent have a primary CSQ that they answer calls for, then maybe be a backup skill level in some other CSQs.

Maybe worth filing an enhancement request for.

Tom