UCCX Skill based routing

[Wayne Ficklin]

I have a customer who wants several queues, with different groups to answer calls from those queues.

CSQ-1: Group 1, Group 2

CSQ-2: Group 1

CSQ-3: Group 3

CSQ-4: Group 2

Obviously, each group of agents will have skills assigned to them specific to their group.  The CSQs 2,3,&4 will have single skill required.  For CSQ-1, do I just require a single skill, and how does that impact the other group's agent skill assignment?

[rikardkrvaric]

You would build a skill for each CSQ, and assign this to each group.
You would invert what you wrote like this:

Group 1: CSQ-1, and CSQ-2
Group 2: CSQ-1, and CSQ-4
Group 3: CSQ-3

CSQ-1: New Tickets
CSQ-2: Super Premium Customer Service
CSQ-3: Luggage
CSQ-4: Airport Information

So, make each of the CSQs is a skill.
Assign each skill to the group/agent.

[Wayne Ficklin]

SalesService - SalesService (5)

                     - ORG(1)

ORG`             - SalesService (1)

                     - ORG(5)

TicketOffice   - TicketOffice (1)

CSQ-1 FIFO Resource Skill SalesService(1), ORG(1) Voice

CSQ-2 FIFO Resource Skill SalesService(5) Voice

CSQ-3 FIFO Resource Skill TicketOffice(1) Voice

CSQ-4 FIFO Resource Skill ORG(5) Voice

Calls in : Handled By

CSQ-1: SalesService, ORG

CSQ-2: SalesService

CSQ-3:TicketOffice

CSQ-4:ORG

Am I thinking right?

[Wayne Ficklin]

<edit>Stupid me.  Please ignore</edit>

[Wayne Ficklin]

<edit>Stupid me.  Please ignore</edit>

[ahmed.zakaria]

you needed to create multi skills and assign any skill to CSQ like Wayne Ficklin
CSQ=> SalesService -   Skill=> SalesService (5)
                                     Skill=>  ORG(1)
CSQ=> ORG` -              Skill=>SalesService (1)
                                     Skill=> ORG(5)
CSQ=> TicketOffice -    Skill=> TicketOffice (1)