uccexpress

ralphx0003 · ‎03-26-2009

I am trying to understand the difference with route to agent and queue to agent. what functionality am i losing without queue to agent?

Anthony Holloway · ‎03-26-2009

I'm not sure if you are talking about: UCCX or UCCE.

In UCCX, queuing to an agent, per se, is not supported. The agent has to be ready, otherwise you will need to find someone else. However, you could queue to a specific agent, by making them the only agent in a skill.

e.g., I want to queue to John Smith

CSQ = JohnSmithsPersonalQueue (Skill = JohnSmith (5))

Skill = JohnSmith

Agent = John Smith (Skill = CustomerService (8); JohnSmith (10))

ralphx0003 · ‎03-26-2009

in UCCX...Queue To is not supported...To understand and clear Route to agent - is having only JohnSmith available in one skill?

Anthony Holloway · ‎03-26-2009

Notice in my attachment that there is no Queued branch for the top one, but there is for the bottom one.

The bottom one represents a CSQ that I would only configure for one agent. This is faking a queue to agent feature, and requires unnecessarily creating a new skill and csq for every agent you wish to setup this way.