CSQ setup for Most Skilled but calls go to Longest Available

Unanswered Question
May 27th, 2009

No matter how I setup the CSQ, Resource Skill or Group, Linear, Circular, Most or Least Skilled....it's the Longest Available whose phone rings. It appears that changes to CRS Admin are not registered or recognized. Any ideas?

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Jonathan Schulenberg Thu, 05/28/2009 - 07:08

What version of CCX?

At least for Most/Least Skilled: It will select the longest available resource when you have multiple people with the same Competency Rating.

Example

Resource A - 6 (available 2 min)

Resource B - 5 (available 4 min)

Resource C - 5 (avaialble 3 min)

The next call to the CSQ would be offered to A, B, C.

ruttmanjrr Thu, 05/28/2009 - 08:16

Version 5.0(2)SR02_Build045

Nice to know, thanks!

However, I definitely have different competency ratings set.

And again, I can set it however I want, and it still just rings longest available.

I'm going to reboot the thing tonight or tomorrow morning, I guess.

Jonathan Schulenberg Thu, 05/28/2009 - 09:47

If it continues after a restart I would recommend opening a TAC case. They won't believe you so be ready to demonstrate it. :)

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