- Cisco Employee,
My customer has the following requirements and I'm not sure if this is feasible or not:
All agents are in the same skills-based CSQ - Skills level are 9 & 5 (5 is mininum).
Callers hit opt 1 - go to skills(9) agents first, then skills(5) agent if all skills(9) agents are not available.
Callers hit opt 2 - go to skills (5) agents only.
My assume solution is as below:
opt 1 - check if no skills(9) availablility, then if no skills(5) availability, then go to Queue.
opt 2 - check if no skills(5) avail, then go to Queue.
My question is that if there a select.resources step to check if skills(9) agents are in 'Ready' state?
If anyone has done this before and know or suggest me a better way to do this, it is very appreciated.
Do you have a single CSQ, which has has 2 skills in it ? Hve you selected routing criteria as Highest skilled Agent?
To be able to get the calls from this CSQ , Agents must possess both the skills with skill competancy level more than the minimum level specified in the CSQ.
If yes, than whatever you have said for option 1 is right. But when the callers press option 2, than it will first check for the highest skill competency first and than to lower (same as first option only).In this case calls are getting routed to all the Agents here.
I woul dsuggest you to create as follows:
CSQ1 : skill1 , skill2 (criteria: Highest skilled Agent)
CSQ2: skill3 (criteria: Maximum Available Agent)
You can associte the Agent skills based on there competancy levels.
Now have single application wih Route point, based on CED (option 1 or 2), route the call to CSQ1, or CSQ2.
You don't need to exclusively test for the Agent status (if in Ready \ not Ready..etc), the moment Agent becomes Available calls will get routed to him based on the scripting logic.
Hope it helps.
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