UCCX Configuration Question.....

[staufferatmcws]

I've been looking around much and need the Community support!

I would like to configure our system to do the following:

     Mon   Tue   Wed   Thu   Fri

A     6       5       4        3      3

B     1       2       3        4      4

C     1       1       1        1       1

"A", "B", and "C" represent groups of CSR's.  The numbers represent how many CSR's are in the group on a given day, determined and set by call volume history.

I would like group "A" to be the primary CSR's to take calls.  Group "B" will only be assigned a call if no one in group "A" is avaiable (for a variety of reasons, including being in TALK status).  Group "C" would kick in if groups "A" or "B" are not available.

Thank you.....

Jim

[Amer rajai Sha'er]

Hello,

This is easy.

I am sure you already configured CSQ for each group , on the script , choose the select resource from the CSQ A , as far as i remember there are three options under the select resource step , one of them is queue , under the queue , paste the select resource step to point to group B and do the same for C.

This option means that the system will select resource at the begining from group A (represents some agents) if the select resource step go to queue step , this means that either there is no agent available or they are all busy , so you have another select resource from group B under the queue from select resource A and so on.

Amer

[staufferatmcws]

This is good information.  However, I've not configured CSQ for each  group as I'm unsure on how to create/configure to each day differently as shown on the chart.

[Amer rajai Sha'er]

Hello,

Why do you want to creat group for each day ??? isn't it easier to call the exact number to shift ?

Only create CSQA , B and C , add the resources to the selected CSQ ??

Amer