UCCX Call Script - Select Resource/Agent based on their Assigned Skill and Caller Input

[Matthew Martin]

Hello All,

UCCX: 10.6(1)

I was recently asked about adding a Menu into our current call script. Where the caller would have the option, for example: Press 1 for Returns, Press 2 for Technical Support, etc...

So what we were thinking was we could create a couple of new Skills, like "Returns_SK", "TechSupport_SK", etc. and then based on whatever number the caller presses, we could route the call to Agents with that skill.

Is this possible in the call script to specify which skill group to use?

Thanks in Advance,
Matt

[Vaijanath Sonvane]

Hi,

In UCCX script you can not specify Skill Group; but you can specify Contact Service Queue (CSQ). In this case, create CSQ's such as "Returns_CSQ", "TechSupport_CSQ" etc. and assign Skill Group to these CSQ's.

[Anthony Holloway · Accepted solution]

It certainly is....but...with one small terminology change.  You send callers to Agents via a Queue, not a skill.

So, if you're creating two new skills, also create two new CSQs too.

Then in your script you'd do something like this:

Menu Options
  Option 1
    Set csq_target = "Returns_CSQ"
    Goto Queue
  Option 2
    Set csq_target = "Tech_Support_CSQ"
    Goto Queue
  Timeout
    ...do something when they press nothing...
  Unsuccessful
    ...do something when they choose incorrectly...
Queue:
Select Resource from csq_target
  Connected
    End
  Queued
    Play a nice message here about how Agents are all busy
    Play some nice music now
    Repeat

[Matthew Martin]

Thank you both for the quick replies.

Ok, I have done something similar in the past using a single call script for routing to multiple CSQs. So I should be ok figuring that out.

Out of curiosity, when configuring a CSQ, you have the ability to add multiple "Skills" to a single CSQ. What's the purpose behind that?

Thanks Again,
Matt

[Anthony Holloway]

Good question. I don't see many people using the system in the way it was likely intended, which is to assign actual skills to agents and then create CSQs as collections of skills. Eg You have the skills of: english, soanish, air, hotel and car. Then you have a CSQ called VacationPackageEN which has all of those skills on it. Then you can assign skills to the agents as they learn new skills. One agent might be English and air, another agent might be english and car, and then one might be all of those skills. The caller selects English, then presses an option for vacation packages and so you queue the caller in VacationPackageEN. You now know that the correctly skilled agent will be selected.

[Matthew Martin]

Gotcha, that makes sense. Thanks for the explanation, much appreciated.!

-Matt