Changing agent weight and order

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Sep 30th, 2008
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Is it possible to change the agents weight and order on uccx?? using skills

based routing, and agents show up as I.E.

comp 7 weight 1 order 1. Would like to be able to change weight and order if possible.


Thanks

Art

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Chris Deren Tue, 09/30/2008 - 13:29
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You don't set weight at the agent level you do that at CSQ level. What are you attempting to accomlish? Please provide your requirements.


Chris

aelee1 Tue, 09/30/2008 - 13:56
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We are trying to be more selective in the way

agents are selected. Skill levels are set,

but I have not been able to set the weight

or order. ( I looked at CSQ)Compentency seems

to be the only parameter.

Weight and order are all set at 1.

I.E. Agent 1 skill level 7 weight 1 order 1.


Jonathan Schulenberg Fri, 10/03/2008 - 03:37
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Agents/Resources are assign one or more Skill Competency Levels. This rates their proficiency within each particular skill and between multiple skills.


Separately, the skills themselves are assigned to one or more Contact Service Queues (CSQs). Skills can optionally be ordered or weighted based on the Resource Selection Criteria chosen.


Excerpts from the UCCX 5.0 Administration Guide: http://cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/user/cda/cda64ug.pdf


Skills within the CSQ can be ordered. This means that, when resources are

selected, a comparison is done based on the competency level (highest for “most

skilled” and lowest for “least skilled”) of the first skill in the list. If there is a “tie,”

then the next skill within the order is used, and so on.

Skills within the CSQ can also be weighted. The weight value is an integer from

1 to 1000. Each competency level is multiplied by the skill's associated weight,

and a final comparison is done on the sum of ALL the weighted skill competencies

(highest value for “most skilled” and lowest for “least skilled”).


Resource Selection Criteria Options:

• Longest Available-Selects the agent who has been in the Available state for

the longest amount of time.

• Most Handled Contacts-Selects the agent who has answered the most

handled calls.

• Shortest Average Handle Time-Selects the agent who generally spends the

least amount of time talking to customers.

• Most Skilled-Used for expert agent call distribution. Selects the agent with

the highest TOTAL competency level. The total competency level is determined

by adding the agent's competency levels for each of their assigned skills that

are also assigned to the CSQ.

- Example 1: If Agent1 is assigned Skill1(5), Skill2(6), and Skill3(7) and

CSQ1 specifies Skill1(min=1) and Skill3(min=1), the total competency

level for Agent1 for CSQ1 is 12.

- Example 2: If Agent1 is assigned Skill1(5) and Skill2(6) and Skill3(7)

and CSQ1 specifies Skill1(min=1), only, the total competency level for

Agent1 for CSQ1 is 5.

• Least Skilled-Used for expert agent call distribution. Selects the agent with

the lowest total competency level. The total competency level is determined

by adding the agent's competency level in each assigned skill.

• Least Skilled by Weight-Used for expert agent call distribution. Selects the

agent with the lowest total competency level multiplied by the skill's

associated weight.

• Most Skilled by Weight- Used for expert agent call distribution. Selects the

agent with the highest total competency level multiplied by the skill's

associated weight.

• Most Skilled by Order- Used for expert agent call distribution. Selects the

agent with the highest total competency level in the ordered list.

• Least Skilled by Order- Used for expert agent call distribution. Selects the

agent with the lowest total competency level in the ordered list.



The first thing you'll notice from that list is you can choose weight OR order, not both.


Second, agents must be skilled in all skills assigned to the CSQ to be selected for a call.

Example: You set the Resource Selection Criteria to Most Skilled by Weight.

Two Skills:

SkillA: Wieght 2

SkillB: Weight 1

Three Agents:

Agent1

SkillA: 5

SkillB: 5

Agent2

SkillA: 3

SkillB: 7

Agent3

SkillA: 10

SkillB 8


If we multiply them out:

Agent1: (5 * 2) + (5 * 1) = 15

Agent2: (3 * 2) + (7 * 1) = 13

Agent3: (10 * 2) + (8 * 1) = 28


Assume all three are ready. Inbound calls would be offered to Agent3, then Agent1, and finally Agent2.


If this still doesn't make sense, perhaps post a specific example of the resources, skills, and your desired result. We can try and help you through it.

Purna Wijenayaka Sun, 11/24/2013 - 05:24
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Hi ,


If the same caller calls within XX hours after talking to an agent and if the same agent is available call should be routed to the same agent as before based on ANI


Please advice

PW

Chris Deren Sun, 11/24/2013 - 08:12
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This would require some custom programming and storing the information somewhere off-box and then querying for it.


Chris

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