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ROY THOMAS
Beginner

TYPE of HUNTING in UCCX

We use Contact Center for our Helpdesk. When calls come in, they always seem to land on the same guys desk first if he is not on the phone. If he's idle, calls always seem to go to him first even when there are two other available support personnel. How can I modify this to be a distributed hunting so it gives a more fair distribution of incoming calls?

Thanks

Roy

1 REPLY 1
damador14
Beginner

Dear Roy,

 First allow me to share with you the UCCX Administration Guide

 http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/configuration/guide/uccx851ag.pdf

 From here you need to focus on the 2 methods to deliver calls to agents,

 Resource Groups or Skill based.

Based on your concern, it seems to be that your set up is using skill based, and this particular agent that you are mentioning seems to have higher skills than the rest, please check documentation section "Configuring Agents"

The way you distributed calls across your agents is not that easy to answer because depends the way the system was set up for you, but I hope you have an idea and where to look on UCCX for now.

I hope this helps

 

Daniel Amador

 

 

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