03-26-2009 07:11 AM - edited 03-14-2019 03:51 AM
I am trying to understand the difference with route to agent and queue to agent. what functionality am i losing without queue to agent?
03-26-2009 09:07 AM
I'm not sure if you are talking about: UCCX or UCCE.
In UCCX, queuing to an agent, per se, is not supported. The agent has to be ready, otherwise you will need to find someone else. However, you could queue to a specific agent, by making them the only agent in a skill.
e.g., I want to queue to John Smith
CSQ = JohnSmithsPersonalQueue (Skill = JohnSmith (5))
Skill = JohnSmith
Agent = John Smith (Skill = CustomerService (8); JohnSmith (10))
03-26-2009 10:45 AM
in UCCX...Queue To is not supported...To understand and clear Route to agent - is having only JohnSmith available in one skill?
03-26-2009 11:01 AM
Notice in my attachment that there is no Queued branch for the top one, but there is for the bottom one.
The bottom one represents a CSQ that I would only configure for one agent. This is faking a queue to agent feature, and requires unnecessarily creating a new skill and csq for every agent you wish to setup this way.
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