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New Member

CSQ setup for Most Skilled but calls go to Longest Available

No matter how I setup the CSQ, Resource Skill or Group, Linear, Circular, Most or Least Skilled....it's the Longest Available whose phone rings. It appears that changes to CRS Admin are not registered or recognized. Any ideas?

3 REPLIES
VIP Super Bronze

Re: CSQ setup for Most Skilled but calls go to Longest Available

What version of CCX?

At least for Most/Least Skilled: It will select the longest available resource when you have multiple people with the same Competency Rating.

Example

Resource A - 6 (available 2 min)

Resource B - 5 (available 4 min)

Resource C - 5 (avaialble 3 min)

The next call to the CSQ would be offered to A, B, C.

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New Member

Re: CSQ setup for Most Skilled but calls go to Longest Available

Version 5.0(2)SR02_Build045

Nice to know, thanks!

However, I definitely have different competency ratings set.

And again, I can set it however I want, and it still just rings longest available.

I'm going to reboot the thing tonight or tomorrow morning, I guess.

VIP Super Bronze

Re: CSQ setup for Most Skilled but calls go to Longest Available

If it continues after a restart I would recommend opening a TAC case. They won't believe you so be ready to demonstrate it. :)

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