cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
567
Views
0
Helpful
1
Replies
Beginner

UCCX Call Routing Multiple CSQs

UCCX 10.6.1

I found this older discussion which helped me narrow down the issue.  Situation is caller came into Queue A and was on hold for 10 minutes.  Second caller came into Queue B and was on hold for 1 minute.  Agent went Ready and answered Queue B caller first while caller in Queue A had longer wait time.  I've verified that all both CSQs are set to select based on Resource Skill and that the agent was set at the same skill level in both CSQs.  He's has supervisor capes so he could have adjusted his skill after taking the call but I trust he's being honest.  We also aren't doing any priority queueing.  Shouldn't the caller on hold been directed to the agent first?

 

Edit:  I found a priority level integer on the CSQ that was setting the callers in that CSQ to a higher priority then Queue A. 

Everyone's tags (3)
1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Hall of Fame Master

Re: UCCX Call Routing Multiple CSQs

The only way the call B would have been presented to the agent first would be if the CSQ B is prioritized higher.  If you want to share your script we can review it for you to double check if you feel they are set at the same priority.

View solution in original post

1 REPLY 1
Highlighted
Hall of Fame Master

Re: UCCX Call Routing Multiple CSQs

The only way the call B would have been presented to the agent first would be if the CSQ B is prioritized higher.  If you want to share your script we can review it for you to double check if you feel they are set at the same priority.

View solution in original post

CreatePlease to create content