UCCX Agent CSQ Association

[chrisbwfc]

Hello,

I know that agents are not able to have more than 50 Skills assigned to them, and when you associate an agent to more than 25 CSQs you receive a warning.

The questions I have are: What are the effects of associating to more than 25 queues? What are the risks? Is there a hard limit?

Thank you,

Chris

[Deepak Rawat]

Hi Chris,

First of all, there is no hard limit how many CSQs an agent can be a part of. As far as risks are concerned, there had not been any official documentation from BU on this since it is clearly mentioned in Design Guide that agent cannot be a part of more than 25 CSQs and hence we have not come across such a situation..

Something which is clearly mentioned in the Design Guide, I do not see a point that you should still go against that as there will be no TAC or BU support in that case for sure.In my opinion, I see below risks but since have not tested it so can;t comment for sure:

1) Maybe agent does to get call for the 26th CSQ he/she is part of

2) There can be routing issues in the 26th CSQ itself for the remaining agents.

3) Reporting is not done properly at the CSQ, Resource or maybe at both level.

There can be more to it I am sure so no point in discussing that is not supported as per the Design itself.

Regards

Deepak