UCCX Call Distribution to Skills

[rowdygardner]

UCCX 10.6

We currently have agents configured with different skills to answer different types of incoming calls. Each skill is configured for it's own CSQ using the Most Skilled Resource Selection Criteria. This way we can decide which Agents answer which types of calls, and set priority on them.

The problem is this is that the number of skills is increasing, and with this the number of CSQs are increasing too. This makes it difficult to manage and makes reporting complicated. It would be good to have all calls go to the one CSQ and have Agents who are ready only receive the calls which are tagged with the Skills that they have,

When selecting a Resource in the UCCX script, we only have the the ability to select Routing Target Type "Contact Service Queue" or "Resource". It would be good if we could also select the Skill along with the CSQ.

It is possible to configure the script so that calls route to a Skill rather than a CSQ?

[Chris Deren]

That is how CCX works, calls get queued to CSQ which can be combination of 1 or more skills, there is no way to queue directly to skill.  But how would queueing to skill make it less complex for you if you would still need to create as many skills or more than CSQs?

[david.macias]

Like Chris said, you're just moving the problem around. The ultimate call center has agents which are cross trained to handle the majority of calls. This does multiple things, its gives your agent a sense of growth and it also makes your contact center run more efficiently.

david