cisco csq call routing assumption

Answered Question
Oct 22nd, 2009

Hello, i have cisco contact center express 7.0 (Premium)

I have an idea about one feature, but i don't know will it work or not

Am i right, that the call with the highest priority will go to the agent with the highest skill level if i enable skill based routing?

thank you

Correct Answer by Ryan LaFountain about 7 years 4 months ago

Hi,

If you enabled Skills Based Routing and you set the CSQ to use Highest Skilled then the highest priority contact will go to the highest skilled agent in the Ready state.

Keep in mind that the priority only sets the priority of the contact in the CSQ, not globally. So, if your agents belong to multiple CSQs you may see counter intuitive results.

The best thing to do is monitor the system through Real Time Reporting as you make test calls and see who gets the call.

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Correct Answer
Ryan LaFountain Thu, 10/22/2009 - 04:17

Hi,

If you enabled Skills Based Routing and you set the CSQ to use Highest Skilled then the highest priority contact will go to the highest skilled agent in the Ready state.

Keep in mind that the priority only sets the priority of the contact in the CSQ, not globally. So, if your agents belong to multiple CSQs you may see counter intuitive results.

The best thing to do is monitor the system through Real Time Reporting as you make test calls and see who gets the call.

Abdulbaseer Mohammed Thu, 10/22/2009 - 06:55

Simple answer is Yes. If you use all standard features.

As the other person pointed out you can use CSQ in multiple combinations.

Good luck.

Baseer.

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