03-12-2018 02:27 AM - edited 03-14-2019 06:01 PM
Hi,
have setup a UCCX call queue and need the following sequence. I use Resource Skills with Most Skilled by Weight but only agent 4 and 2 can receive calls in Hotline1-2022400 and agent 4 and 3 in hotline2-2022401. Do you know what the issue is ? Thanks
|
agent 1 |
agent 2 |
agent 3 |
agent 4 |
Competence Level |
2 |
4 |
6 |
9 |
Hotline1-2022400 |
3rd |
2nd |
|
1st |
hotline2-2022401 |
3rd |
|
2nd |
1st |
CSQ:Hotline1-2022400
Resource Selection Criteria : Most Skilled by Weight
Skills : hkg-skill1
Minimum Competence : 1
Weight : 1
CSQ:Hotline2-2022401
Resource Selection Criteria : Most Skilled by Weight
Skills : hkg-skill2
Minimum Competence : 1
Weight : 1
Thanks
Leung Che Man
03-12-2018 04:38 AM
03-12-2018 06:36 PM
Hi Jonathan,
Some agents will serve two hotline queue so I use skilled base routing. Actually, the calls cannot be distributed to all related agents but only two agents receive calls. When I use Longest available, all related agents can receive calls. It is very strange ..... Do you know what the problem is ?
Cheers
Leung Che Man
03-23-2018 03:30 AM
Hi all,
I still stuck in this issue. Customer do not accept the call sequence.
Is there any reason why the selection criteria for Linear or Circle in Resource Group is not working, eg. Only 2 agents can be received calls when 3 agents are ready. When I set Longest Available, all agents can be received calls.
I hope anyone can help me.
Thanks
Leung Che Man
03-23-2018 08:34 AM
03-23-2018 06:31 PM
Hi Nipun,
I have re-config with simple resource group. When I call the trigger 2400, the call will reach agent 1, agent 2, agent 1, agent 2 ............ The agent 3 and 4 will not be reach.
Version : UCCX 10.6
License : Demo
hkg-group
agent 1
agent 2
agent 3
agent 4
CSQ:hkg-queue
Resource Pool Selection Model : Resource Group
Selection Critiria : Linear
Resource Group : hkg-group
Resource : agent 1, agent 2, agent 3, agent 4
Application : hkg-icd
Script : SSCRIPT[icd.aef]
CSQ:hkg-queue
Trigger Number : 2400
Thanks
Man
03-24-2018 06:42 AM
03-24-2018 07:26 AM
03-24-2018 08:30 AM
03-24-2018 08:43 AM
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