Skill based CSQ not showing resources

Unanswered Question
Nov 26th, 2009

Hi,

Iam new to UCCX, i have to configure CSQ1 to CSQ5 (five queues) in such a way that each queue will have 3 or 4 agents in it.some agent will be common to some CSQ.Earlier i thought it is not possible, after some help i came to know that i can do it by creating mulitple skill based queues.

I put the common agents in an Skill group and rest of them in their own skill group, but now after adding multiple skills to a CSQ iam not able to see any resources in that CSQ.


ie,


In a CSQ if i have one skill group i can see its resources

but if i add an more than one Skill group in an CSQ i cannot see any resources in it.


Where i was wrong.

Can i achieve it using Resource group?



Thanks,

Hari

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Chris Deren Thu, 11/26/2009 - 07:22

It should work as you envision it. Couple of things to check:

1. Make sure that you have indeed assigned the agents to all the skill groups you need

2. Make sure that the competency level is adequate, i.e. if your CSQ is defined to use minimum skill competency of 5 make sure the agents are at level of or greater, this goes for all skills accross.


HTH,


Chris

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