UCCX - Skill Based Routing

[ln33147]

Dears,

This is the first time I implement Skill Based Routing and I need to make sure I got the concept right.

We have 3 agents, 2 Skills and 2 CSQs as follows:
Skills
Skill_1: EnglishAndArabic
Skill_2: French

CSQs
CSQ_1: EnglishAndArabic_CSQ
CSQ_2: French_CSQ

* Calls offered to CSQ_1 should be routed to the three agents indifferently.
* Calls offered to CSQ_2 should be routed to Agent_1 firstly and then to one of the other agents in case he's not available to take the call.

I thought about assigning the skills as below:
- Agent_1: SKill_1(10), Skill_2(10).
- Agent_2: Skill_1(10), Skill_2(5).
- Agent_3: Skill_1(10), Skill_2(5).

I got confused about how to configure the skills under the CSQs.

Anyone can advise?

Thank you in advance.

[Chris Deren]

If EnglishAndArabic_CSQ is to be indifferent simply define the CSQ with Longest idle algorithm, or as you have Most Skilled with equal skill competency assignment to agents.

For French you have it configured properly. In both cases make sure the minimum skill competency level on CSQ is lower from what these agents are skilled at, i.e. 1 or 5.

[ln33147]

Thank you Chris for your prompt reply.

So the attached should be okay?

Best regards,

Lara

[Chris Deren · Accepted solution]

Your CSQs should have only 1 of the skills assigned, by assigning both you require both be assigned to agents and makes it more complex to determine which agents will be selected based on your criteria. Keep it simple and assigned agents to both skills, but only 1 specific skill to the CSQ.

[ln33147]

Noted. Thank you so much Chris.