Riccardo Bua Tue, 02/05/2008 - 06:34
User Badges:
  • Cisco Employee,

Hi there,


Priority Routing - Competence Level for the agents in the skillgroups.


Priority Queuing - The Set Priority step can be used to assign a

priority (1 to 10), or increase it/decrease it. This allows for a given

Contact (eg. caller) to be given higher/lower priority than other

contacts that are in the same queue.


Please note:

The 'Set Priority,' step is not available with IPCC Express Standard.


Basic example


Skills Based Routing and Priority Queuing in one Queue.

Customer call gets queued to CSQ1 with a minimum competency level of 5 for Skill Group One and a Priority of 10.

Employee call gets queued to CSQ1 with a minimum competency level of 3 for Skill Group One and a Priority of 5.


Agents that can take Customer calls only have a Competency level of 5 for Skill group ONE.

Agents that can take both Customer and Employee calls only have a Competency level of 3 for Skill group ONE.


Regards,


Riccardo


PS Please remember to rate accordingly useful replies.

Actions

This Discussion