Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

New Member

cisco csq call routing assumption

Hello, i have cisco contact center express 7.0 (Premium)

I have an idea about one feature, but i don't know will it work or not

Am i right, that the call with the highest priority will go to the agent with the highest skill level if i enable skill based routing?

thank you

1 ACCEPTED SOLUTION

Accepted Solutions
Cisco Employee

Re: cisco csq call routing assumption

Hi,

If you enabled Skills Based Routing and you set the CSQ to use Highest Skilled then the highest priority contact will go to the highest skilled agent in the Ready state.

Keep in mind that the priority only sets the priority of the contact in the CSQ, not globally. So, if your agents belong to multiple CSQs you may see counter intuitive results.

The best thing to do is monitor the system through Real Time Reporting as you make test calls and see who gets the call.

2 REPLIES
Cisco Employee

Re: cisco csq call routing assumption

Hi,

If you enabled Skills Based Routing and you set the CSQ to use Highest Skilled then the highest priority contact will go to the highest skilled agent in the Ready state.

Keep in mind that the priority only sets the priority of the contact in the CSQ, not globally. So, if your agents belong to multiple CSQs you may see counter intuitive results.

The best thing to do is monitor the system through Real Time Reporting as you make test calls and see who gets the call.

Re: cisco csq call routing assumption

Simple answer is Yes. If you use all standard features.

As the other person pointed out you can use CSQ in multiple combinations.

Good luck.

Baseer.

208
Views
0
Helpful
2
Replies