UCCX design question related to CSQ's & reporting

[wimhasselo]

Hi,

I've a small UCCX 11 contactcenter with 10 agents and enhanced licenses.

there are over 100 customers who can dial de servicedesk.

The requirement is: customer based Service Level Reporting

Solution idea:

customer recognition based on a combination of caller DN and PINcode (asked via IVR script).

As soon as the caller is recognized the call can be put in a queue. theoratical we can use max 150 different CSQ (meaning 150 different customers) and use  the CSQ based reporting.

the problem is that the Number of CSQs with which an agent can associate (includes total combined email CSQs and voice CSQs) =25.

And yes...there is also a requirement for skillbased routing but when the primairy agent is not available the call should be dispatched to one of the other 10 agents (Meaning: all agents should be associate with all 150 CSQs and that can only be 25)

Is this a right conclusion?

If yes...Has someone a good alternative solution for this requirment?

Thanks in advance

[Elliot Dierksen]

You would have to store the mapping of the customer to agent someplace. If you did that, you could do a Select Resource step selecting an agent (map agent name to user variable with Get User Info) first. If the Resource by agent fails, fall through to a Get Resource via CSQ.

[david.macias]

I think your best bet is to just have a single CSQ or handful of CSQs and create a custom report for every customer number/PIN.

david

[Thomas Johannesen]

What about multiple CSQ to 1 skill ??

[Deepak Rawat]

You can very well do this, same skill can be assigned to multiple CSQs and Agents with

1) Same Competency

2) Less Competency

3) High Competency.

Regards

Deepak