[cisco-voip] IPCC Express CSQ Service Level ?

[Johnny Crothers]

Hi Dane,

Fairly sure this is what they mean..

CSQ Service Level - Time required for an agent to answer a call to be
within SLA
CSQ Level Percentage - To meet SLA this percentage of ALL calls have to
be 				answered in the time stated in CSQ
Service Level.


By the sounds of things you have two queues, you want calls to be
distributed evenly across both queues? Although you are using skills? 

Skills allow you to dictate which users will receive more calls as they
may have a higher skill rating (sometimes used to force a trainee to get
more calls)

Can you give me more of an idea of what the customer expects? It sounds
like you can get away with one queue and remove the skills and just have
resource groups?


-----Original Message-----
From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Dane
Sent: 06 March 2007 15:48
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] IPCC Express CSQ Service Level ?

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.
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