UCCX CSQ Most Skilled doesn't work

[mohamed helmy]

Hi,

We have UCCX 9.0.2 with three CSQ's:

- Arabic_CSQ

- English_CSQ

- VIP_CSQ

and there are three skills (Arabic, English and VIP)

I assigned 9 agents for these CSQ with the mentioned skills.

Agent 1, Agent 2 and Agent 3 skills : Arabic 9, English, 6 and VIP 9

Agent 4 and Agent 5 skills : Arabic 6 , English 9 and VIP 8

Agent 6 skills : Arabic 5, English 5 and VIP 8

Agent 7 skills :  Arabic 4, English 4 and VIP 8

Agent 8 skills: Arabic 3, English 3 and VIP 6

Agent 9 skills : Arabic 2, English 2 and VIP 3

also,

I added the three skills to each CSQ with minimum competence (1) and made them as Most Skilled CSQ

for example: when a call comes to Arabic CSQ, it shall be routed to the most skilled agents first then the least skilled ones, but we noticed that the least skilled agent "Agent 9" receiving Arabic_CSQ calls, however there are higher skilled "Ready" agents. But it supposed with this setup that the least skilled agents receive calls only if the higher ones are " Not Ready"

Appreciate your help.

Regards,

Mohamed Helmy

[Jonathan Schulenberg]

You're sure that the Selection Criteria on the second page of the CSQ config is set to Most Skilled, and not the default of Longest Available? I've seen this hang people up before.

[mohamed helmy]

Thanks for your reply Jonathan,

yes I doubled checked that. it is a most skilled CSQ

Regards.