[cisco-voip] CCX queue priority logic

[Ben Amick]

Thanks, Anthony.

So as you mention that there are no CSQ names involved in the priority listing, a call for CSQ_Spanish at priority 2 will take priority over every other queue in the entire system at priority 1, regardless of hold time, correct?

From: Anthony Holloway [mailto:avholloway+cisco-voip at gmail.com]
Sent: Monday, July 24, 2017 4:29 PM
To: Ben Amick <bamick at HumanArc.com>; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] CCX queue priority logic

This is a common point of confusion.  I hope to clear it up the best I can.

The UCCX system does two things to connect Agents to Callers.

1) Select Which Caller is Next
Which call is next up, is based on a series of 10 queues, or what you know as priorities.  Callers in these queues are treated via First In/First Out, and UCCX will empty the queues from 10 to 1, or highest priority to lowest priority.  There are no skills or CSQ names involved in this process.  You cannot change this behavior.  You can only choose which priority level the caller is in.

2) Select Which Agent is Next for the Next Caller
Once UCCX has a caller ready to go, the Agent selection process looks at the CSQ name, minimum competency, and other factors such as weighting, to determine which of the available Agents will be selected to handle this caller.  This is what you impact with CSQ ans Skills (or Resource Groups).

So, hopefully, now you can see that there are two distinct processes happening.  I hope that helped.

On Thu, Jul 20, 2017 at 3:45 PM Ben Amick <bamick at humanarc.com<mailto:bamick at humanarc.com>> wrote:
Hey guys just trying to make sure I have the logic right for some CCX grouping

So lets say that we have two queues, English, and Spanish, both of which are configured for Most Skilled, each tied to a competency value of minimum 1 in their respective groups.

I then have 5 agents:
A – Eng (5) Spa (5)
B – Eng (5) Spa (6)
C – Spa (5)
D – Eng (5)
E – Eng (5)

So all 5 agents are taking a call, so calls are queuing. If a call comes in on either of the queues, it will be delivered to whichever agent becomes available first, and if there are calls in both queues, it will obviously come from either queue if C, D, or E go ready.

Past this though, if A goes ready, what I understand is that they will receive whichever call is queued for the longest time. Is this also true for agent B, or will it prioritize the Spanish queue even if it has been queued for a shorter time because they are more skilled for that call? Or is it still longest queued?

Is there any algorithm I can activate that would make it so it would prioritize the Spanish queue regardless of hold time? I’ve read about setting priority in the script , but I cant find anything explicitly stating that if I set the priority on calls to the Spanish queue to 2, that it will override longest queued against another CSQ, just that it will override queue hold time inside of a single queue.

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