[cisco-voip] UCCX routing calls based on Competency

[Jonathan Charles]

I have a customer who has a CSQ for every single agent to accomplish this...
it is ugly as hell, but each agent can back up the other agents in their
teams...



Jonathan

On 3/27/07, Ryan O'Connell <Roconnell at unislumin.com> wrote:
>
>  Yeah, I realize I can do it this way but in order to achieve compentency
> based routing in the "overflow" csq I would need to create a separate
> overflow csq for every primary csq. In my environment this would become a
> managment nightmare. The question I am looking for an answer on specifically
> was "Can I use compentency to route the call instead" I think I have my
> answer anyway, I believe it's "no"
>
> If I could I would simply setup all primary agents with compentency 10 and
> overflow agents with compentency 5. If the call was queued for x period of
> time then I could lower the minimum competency in the script to open the
> queue up to lower competency levels. I don't believe this can be done.
>
> Ryan
>
> ------------------------------
> *From:* Jonathan Charles [mailto:jonvoip at gmail.com]
> *Sent:* Tue 3/27/2007 6:29 AM
> *To:* Ryan O'Connell
> *Cc:* cisco-voip at puck.nether.net
> *Subject:* Re: [cisco-voip] UCCX routing calls based on Competency
>
> 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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