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New Member

only one agent not getting calls only for one Skill

                   Hi ,

I'm using UCCX 8.5 with call manager 8.5.

My problem is in one application one agent called 'X' is assigned 2 skills 'A,B' and put in into CSQ 'Y'. in this CSQ there are 3 agents.

only agent X is not receiving calls only for skill B.she is receiving for Skill A. other 2 agents are receiving calls for Skill A ,B.

I cross checked the configuration. itis fine. CSQ shows agents as all 3.

please help to troubleshoot the problem

3 REPLIES
New Member

only one agent not getting calls only for one Skill

Hi Bas,

Please check the competence levels of that particular skills for the other agents who are able to recieve calls and compare with "X".

New Member

only one agent not getting calls only for one Skill

Hi,

Thanks for the reply,

Actually the competency lever of all 3 agents are same . but other 2 agents are getting call.

I tried by keeping the competency level High for this particular agents and Resource Selection Criteria* is most skiiled --no use.

I tried this only one agent in the CSQ but call is not landing

I tried with only one Skill (for what call is not landing) and tried -- no use.

only one agent not getting calls only for one Skill

If the other two agents aren't available, does agent X get calls from skill B?

david

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