We have deployed UCCX v5 and we have 2 CSQs including the same agents that means that the same agents have 2 different skills (Gold_Skill and Silver_Skill) and are members of 2 different CSQs (Gold_Customers_CSQ and Silver_Customers_CSQ).
We have 2 types of customers : gold and silver customers. We need to make gold customers calls have higher priority than silver customer calls. This means that when we have a single available agent with 2 skills (Gold and Silver), when we receive 2 simulaneous calls (one from Gold Customer and one from Silver Customer), we need the Gold Customer call to be served by the available agent.
Is it possible to make this scenario using calls priority within different CSQs.
Thanks for your help.
No, priority is assigned to a contact regardless of the CSQ(s) they may be put into.
Another way to ask the qestion : I have one contact (Priority #1) in CSQ_A and another contact (Priority #5) in CSQ_B.
Agent_X is member of CSQ_A and CSQ_B as he's multi-skilled.
What contact will be routed to Agent_X?
The agent will be given the contact from CSQ_B. Also note that this would have happened even without the priority if the contact in CSQ_B was waiting longer than the one in CSQ_A. The longest waiting contact at the same priority is offered first.