[cisco-voip] IPCC Express CSQ Service Level ?

[Dane]

Can anyone help me to better understand the CSQ Service Level and
Service Leve Percentage options within the CSQ configuration?

I have IPCC Express 4.0.3 rolled out for about 4 months now, about 15
agents total and had to use skill based routing I believe due to the
need to have agents handle calls in more then one CSQ.

I believe that was the primary reason for having to utilize skills
based but I knew little about IPCC when I set this all up and had to
rush through it sadly to get it rolled out so I have forgotten quite a
bit since then.

I am hearing reports now that many agents don't believe calls are
being distributed fairly or evenly.  And well I suspect they are not
since I had no idea what I was doing when I set it all up.  :-(

Luckily its just for an internal helpdesk and not of major importance
as long as calls make it to someone, but if I could better understand
things now and make sure things are being evenly and fairly
distributed that would be great.

Ideally I just wanted and needed a solution in which I could put
agents into various queues and have them take calls in a evenly
distributed manor so that not one agent gets hammered much more then
another.  The agent in the most queues however is going to get a
greater number of calls it would seem though.

Any thoughts or comments regarding this would be appreciated and helpful.