IPCCX and Skills-Based Routing

[mmelbourne]

I currently have CSQ1 to which all agents in a Resource Group are assigned a CSQ1 skill level of 5, and the resource selection criteria is set to "Longest Available".

I want to introduce another CSQ, CSQ2, but would like CSQ2 agents to handle calls from CSQ1 if all CSQ1 agents are busy.

Can I add these agents with a lower competency (say 1) in CSQ1 skills and change CSQ1 to "Most skilled", which should choose the longest available, most skilled agent for CSQ1; delivering CSQ1 calls to CSQ2 agents only if all CSQ agents are busy? (The minimum competency level for the CSQ1 skill will need to be reduced to 1).

[Chris Deren]

Here is a link to what I think you want to do:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00803d364f.shtml

Chris

[bmalm]

That will definitely work and all your calls will be easily reported as a single skill CSQ as well. Most skilled works exactly as you describe (most skilled, then longest available).