I have a quick question regarding 1 csq and skills based routing. We have a customer that wants 10 different numbers pointing to 10 different scripts but would like to have only 1 CSQ since they only have 10 agents to do all of the work.
This may not even be an issue but wanted t make sure before I started scripting.
The first number gets called (lets say HP) and routed to correct script. Call goes thru the script and to the CSQ...the agent has a skill 10 for HP and skill 5 for Cisco and will receive the call . Second number gets called (lets say Cisco) and routed to correct script and dumpted to the same CSQ...another agent has a skill 10 for Cisco and skill 5 for Microsoft...so that agent will recieve the call (?) Can you have multiple skills within 1 CSQ without having any issue? Will these affect the call routing to the agents?Does the script have any bearing on how the resource is selected or does it only send the caller to the CSQ and the skills are what determines which agent is choosen?
I am trying to determine whether I should have ony 1 CSQ (for all 10 scripts) or have different CSQ's for each script. Again they will have about 10 agents fielding all of these calls.
Any suggestions would be appreciated !!