I need some advise in the design for UCCX skill based routing. We have 2 different sets of agents with different skill levels. For example, Agents 1-5 have Skill A competency level of 8 and Agents 6-10 have Skill A competency level of 5. The agent selection criteria is Most Skilled Based routing. So by default when the call comes, it will go to Agents 1-5 and if those agents are busy, it will go to Agents 6-10. The requirement is that if Agents 1-5 are busy and 6th call comes in, it should wait in the queue for 5min for one of those 1-5 Agents to become available and if they are still busy after 5min, then it should go to Agents 6-10. Is it possible to achieve this?
Thanks in advance,
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David is correct (+5), there is no way in CCX to dynamically change the CSQ allocation, you will need to queue different CSQ. One addition I will add is you may want to add agents 1-5 to the queue2 as well in case there are no agents available in queue1 and 2, and dequeue CSQ1 before queuing CSQ2 for reporting purposes.
Thanks for the response. What do you mean by dequeue CSQ1?
One more question regd UCCX reporting config: there are 2 options, one is HRC and other is CUIC. Can I just switch back and forth among those without any issues or do I need to follow a certain procedure to achieve it? I really appreciate all the help.
Thanks a lot for the suggestion for 2 skillsets option with 2 queues, it is working fine.
Can someone help with the 2nd question:
There are 2 options, one is HRC and other is CUIC. Can I just switch back and forth among those without any issues or do I need to follow a certain procedure to achieve it.
Only to update and put new option!!!!
We use Resource Selection Critéria on Queue Configuration.
The Resource Selection Critéria use longest available by default, so we change to Most Skilled, all calls now are routing by most skilled agent, if they are busy the call are routed to least skilled agent.
It´s works very well!!!!!!!