[cisco-voip] UCCX routing calls based on Competency

[Ryan O'Connell]

Routing calls based on competency

 

Hello all, from what I am reading this is not possible so please correct me if I'm wrong because I would like to do this. We are running UCCX 4.5 integrated with CM 5.1. I will simplify the explanation to get to the point.

 

-We have a large number of agents that are divided by departments

-Each grouping of agents primarily serves their own department we used skills to break of departments. Example skill_1, skill_2, and skill_3

-If calls for a given department are queued for more then 2 minutes they would like the people in queue to be presented to "all other" agents outside the primary skillset, lets call this skill "overflow"

-The kicker is that they have several departments that are similar from a support perspective and would like to have the overflow CSQ route the calls to the next highest skill from where the call originated.

Example: A call comes in for Skill_1 and waits for 2 min's, it is then presented to a second CSQ call overflow in which all agents have this skill associated to them. Agents with Skill_3 closely resembles agents with Skill_1 therefore if that call started in Skill_1 and went to overflow they what agents with Skill_3 to get the calls before agents with Skill_2.

-The above explanation is how it works today in Symposium, they do this by having a million different overflow CSQ's and adding agents to these overflow CSQ's at varying Competency levels, it's a management nightmare

 

 

What I was wondering, is Do I have to do the same thing? I was hoping I could somehow actually use skill competency levels to achieve the same thing.

Example - A call comes in for Skill_1, the call is only presented to agents with Competency level of 10 for 2 min's, and if nobody becomes available the min competency level for those in Queue is lowered to 1 which should widen the queue to agents with lower competency levels.

 

Is this possible?

 

 

Thanks Ryan


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