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UCCX 12.5 duplicate entries for CSQ

gadholwi1
Level 1
Level 1

Hi, I’m new to UCCX and do not understand why I see duplicate entires for CSQs under Agent CSQ Statistics Report in Finesse Agent Desktop?

gadholwi1_0-1718098878513.png

The agent is member of all three CSQs. One CSQ is group based, the other two are skill based.

gadholwi1_1-1718098878518.png

The resource configuration looks like

gadholwi1_2-1718098878526.png

The same resource configuration for the second agent

EDIT: Except for the competence level

gadholwi1_3-1718098878534.png

 

1 Accepted Solution

Accepted Solutions

gadholwi1
Level 1
Level 1

The above configuration of CSQs and resources is correct. But one important configuration is missing, that is the team configuration. I forgot to assign the CSQs to the team, which caused the problems. After assigning the CSQs to the team, there are no more duplicate entries.

View solution in original post

2 Replies 2

MxHadi
Level 1
Level 1

i believe this situation is normal,
because as you said, your agent are member of multiple CSQs,
and once agent logged in Finesse, its shows to him the status of each CSQs which he is member of them..

-- if this helped, please rate by click (Accept as solution) or (Helpful) --

gadholwi1
Level 1
Level 1

The above configuration of CSQs and resources is correct. But one important configuration is missing, that is the team configuration. I forgot to assign the CSQs to the team, which caused the problems. After assigning the CSQs to the team, there are no more duplicate entries.