[cisco-voip] CCX queue priority logic

Tue Jul 25 10:51:35 EDT 2017

Great as always. I’m actually kind of glad to hear that priority overrides queues entirely. The line analogy is good, and helps the visualization in a way.

I’d love to see that flow chart, but I have a feeling it might be more of a mess than we’re giving CCX credit for.

Thankfully, I don’t have such a situation needing a call queued into multiple CSQs, but that sounds like a bit of a messy design in the first place. I wouldn’t mind exploring that idea, but I don’t know where I’d even start, and custom reports is above my knowledge level. I can see where it could be necessary, but I have a feeling I’d try to redesign the script to avoid that situation in my current state.

From: Anthony Holloway [mailto:avholloway+cisco-voip at gmail.com]
Sent: Tuesday, July 25, 2017 10:40 AM
To: Ben Amick <bamick at HumanArc.com>; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] CCX queue priority logic

You're understanding seems to be correct.

Just keep in mind that this doesn't mean the CSQ_Spanish P2 Contact will be handled before everyone else, only that it's next up.  I like to think of it like an amusement park ride line, where the worker is looking for a solo rider to fill the last spot on the cart.  You may be standing in the front of the line, but because you have an extra requirement: which is to sit with your child, the worker looks past you, to find the next person in line, to match up with the given criteria.  In this case, the criteria is the single slot, but in UCCX, this would be an Agent with a certain set of skills.

It would be awesome if Cisco could publish a flow chart/functional diagram of how UCCX does this process.

And lastly, if you really want to hurt your brain, try queuing a single call into multiple CSQs.  That gets confusing quick, and also destroys your ability to report easily via stock reports.

On Tue, Jul 25, 2017 at 8:23 AM Ben Amick <bamick at humanarc.com<mailto:bamick at humanarc.com>> wrote:
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<mailto:avholloway%2Bcisco-voip at gmail.com>]
Sent: Monday, July 24, 2017 4:29 PM
To: Ben Amick <bamick at HumanArc.com<mailto:bamick at HumanArc.com>>; cisco-voip at puck.nether.net<mailto: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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