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Any way to allow an agent to set ready status on a per-queue basis? (UCCX 10.0.1)

Hi all, we just switched from an ancient PBX to a new CUCM/UCCX implementation and have run into an issue.  In our old system, we had the concept of level 1 agents and level 2 agents, who would of course answer level 1 calls (easier) and level 2 calls (more complex).  Agents could log into queues on a per queue basis, but could also choose to be ready or not ready.

 

So what would happen is level 1 agents would log into the level 2 queue and go not ready, and the only time they'd answer a call there would be if there were no level 2 agents available and a call was showing as holding for longer than a few minutes  Level 2 agents would do the same for the level 1 queue, but in that case, they would only answer level 1 calls when all level 1 agents were at lunch or on break (only happens during overnight shifts when staffing is minimal).

 

In our new UCCX implementation, we did skills-based routing where all agents are in both queues.  The problem of course is that if an agent is ready, and all level 1 agents are on the phone, a level 1 call will ring a level 2 person and take time away from more important tasks.  Or if all level 2 agents are on the phone, a level 2 call will ring a level 1 person who will probably not be able to help.

 

Is there a way in Finesse to let agents go not-ready on a per-queue basis?  We haven't found a way to do that yet.  Or, any other suggestions would be great too.  Our old system also had a desktop ticker that always stayed in the foreground on the side of the screen, so agents in a not-ready state could easily go ready and grab a call.  With Finesse, that's not possible since it runs out of a browser.

Thanks for any tips,

David

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Silver

Hi David-Unfortunately there

Hi David-

Unfortunately there isn't a way to go ready / not ready based on the CSQ.  

You can take a look the two CSQs and change the 'Resource Selection Criteria' to 'Most Skilled' and then assign the 'Competency' of the agents accordingly. 

 

Agent1

 Assigned Skills:

  Level 1 (6)

  Level 2 (5)

 

Agent2

 Assigned Skills:

  Level 1 (5)

  Level 2 (6)

In that example ALL of the 'Level 1' calls would be routed to 'Agent1' if they are 'Ready' and all 'Level 2' calls will route to 'Agent2' if they are available.  If you have two agents configured with the same competence level for the same skill the agent that has been available the longest will be selected.

The number in the parenthesis represents the 'Competency Level' assigned to that skill in the 'Resource Configuration' page.  Just make sure to have it set higher than the 'Minimum Competence' level set for that skill in the CSQ configuration. 

As far as having this go the the next queue after a given duration it can also be done, but there will need to be changes to your script. 

Hopefully that makes sense.

 

DJ

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