There are multiple ways to do it.<br><br>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...
<br><br>Assign that secondary skill to the agents... <br><br>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)...
<br><br>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.<br><br><br><br>Jonathan<br><br><div><span class="gmail_quote">On 3/26/07,
<b class="gmail_sendername">Ryan O'Connell</b> <<a href="mailto:Roconnell@unislumin.com">Roconnell@unislumin.com</a>> wrote:</span><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
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</font><p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3">Routing calls based on competency</font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3"> </font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3">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 4.5
integrated with CM 5.1. I will simplify the explanation to get to the
point.</font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3"> </font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3">-We have a large number of agents that are divided by
departments</font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3">-Each grouping of agents primarily serves their own department we used
skills to break of departments. Example skill_1, skill_2, and skill_3</font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="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"</font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3">-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.</font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3">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.</font></font></p><font color="#000000" face="Arial" size="2">
</font><p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3">-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</font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3"> </font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3"> </font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3">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.</font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3">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.</font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3"> </font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3">Is this possible?</font></font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3"></font> </font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3"></font> </font></p>
<p style="margin: 0in 0in 0pt;"><font color="#000000" face="Arial" size="2"><font face="Times New Roman" size="3">Thanks Ryan</font></font></p></div></div>
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