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<p class=MsoNormal><span style='color:#1F497D'>All 5 queues are set to Resource
Skills for Resource Pool Selection Model.<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'>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? <o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'>In my testing it does not work
this way.<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'>Thanks,<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'>-C<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
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<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Matt Slaga (US)
[mailto:Matt.Slaga@us.didata.com] <br>
<b>Sent:</b> Wednesday, September 09, 2009 4:28 PM<br>
<b>To:</b> c3voip; cisco-voip@puck.nether.net<br>
<b>Subject:</b> RE: [cisco-voip] CCX CSQ prioritizing<o:p></o:p></span></p>
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<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>Make sure your CSQs are set for
skills based routing.<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
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<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On
Behalf Of </b>c3voip<br>
<b>Sent:</b> Wednesday, September 09, 2009 4:26 PM<br>
<b>To:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> [cisco-voip] CCX CSQ prioritizing<o:p></o:p></span></p>
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<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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. <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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?<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Thanks,<o:p></o:p></p>
<p class=MsoNormal>-C<o:p></o:p></p>
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