<div dir="ltr">This is a common point of confusion. I hope to clear it up the best I can.<div><br></div><div>The UCCX system does two things to connect Agents to Callers.</div><div><br></div><div>1) Select Which Caller is Next</div><div>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.</div><div><br></div><div>2) Select Which Agent is Next for the Next Caller</div><div>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).</div><div><br></div><div>So, hopefully, now you can see that there are two distinct processes happening. I hope that helped.</div></div><br><div class="gmail_quote"><div dir="ltr">On Thu, Jul 20, 2017 at 3:45 PM Ben Amick <<a href="mailto:bamick@humanarc.com">bamick@humanarc.com</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
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<p class="MsoNormal">Hey guys just trying to make sure I have the logic right for some CCX grouping<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">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.<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">I then have 5 agents:<u></u><u></u></p>
<p class="MsoNormal">A – Eng (5) Spa (5)<u></u><u></u></p>
<p class="MsoNormal">B – Eng (5) Spa (6)<u></u><u></u></p>
<p class="MsoNormal">C – Spa (5)<u></u><u></u></p>
<p class="MsoNormal">D – Eng (5)<u></u><u></u></p>
<p class="MsoNormal">E – Eng (5)<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">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. <u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">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?<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">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.<u></u><u></u></p>
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