We are implementing Cisco UCCE 7.5. In our planning stages, we are trying to develop queue strategy. Is there a max number of skills you can assign to 1 single agent in ICM?
Starting 7.2(x), max number of skill groups which can be assigned to a single agent is increased to 50. Earlier only a max of 20 skgrps could be assigned.
If your requirement is very tough and needs more sk grps to be assigned beyond 50, you can try using "ConfigLimit Tool" to specify custom number of sk grps to be asssigned.
One thing to be kept in mind is that this would affect the system badly and also Cisco won't support such scenario's. Hence, TAC won't be able to assist if any issues raise there-of after increasing the max value from system default.
Hope this answers your query.