[cisco-voip] CCX CSQ prioritizing

[c3voip]

All 5 queues are set to Resource Skills for Resource Pool Selection Model.

 

If an agent has a skill level of 6 for CSQ #1 and also has a skill level of
5 for CSQ #2, is the agent supposed to be presented with a call from CSQ #1
before the call from CSQ #2 no matter which call hit its queue first? 

 

In my testing it does not work this way.

 

Thanks,

-C

 

From: Matt Slaga (US) [mailto:Matt.Slaga at us.didata.com] 
Sent: Wednesday, September 09, 2009 4:28 PM
To: c3voip; cisco-voip at puck.nether.net
Subject: RE: [cisco-voip] CCX CSQ prioritizing

 

Make sure your CSQs are set for skills based routing.

 

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of c3voip
Sent: Wednesday, September 09, 2009 4:26 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] CCX CSQ prioritizing

 

I have CCX 7 Premium with 5 CSQ's and 5 agents, and the agents can answer
calls from all 5 queues via Resource skills.  

 

My question is, is there a way to prioritize the order in which the queues
get handled?  From my testing it seems like it is first come first serve.  I
have tried adjusting the skill level of my test agents and that doesn't seem
to change which queue calls get taken from first.  Am I thinking about this
wrong?

 

Thanks,

-C

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