[cisco-voip] UCCX routing calls based on Competency

[Jonathan Charles]

There are multiple ways to do it.

First, you add a variable that increments each time the queue cycle resets
(so, let's say it takes 30 seconds to cycle (with a timer if necessary), you
say, if variable = 4 goto the other secondary CSQ for the other skill...

Assign that secondary skill to the agents...

Realistically though, it makes more sense to just give the people in the
backup CSQ lower skill in the secondary skill. And route the calls via most
skilled, that way callers won't have to wait to get serviced (the 2 minute
mark could jack your reporting stats)...

This way, you don't have to kill yourself with a crapload of new steps. Just
assign secondary skills the same way you do in Symposium.



Jonathan

On 3/26/07, Ryan O'Connell <Roconnell at unislumin.com> wrote:
>
>   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 4.5integrated 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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