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New Member

UCCX call flow

Hi,

can someone help me identify the call coming from our tolll free goes through the agent with diffrent csq skills how they distribute even have the Fifo and level of competence. sample scenario we have a 1800 xxx xxxx toll free answered by ivr with trigger number 39xxx with distribute to option before goin to agent with assigned diff skills.

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New Member

UCCX call flow

Hi

an agent is selected from a CSQ ( Contact Service Queue ),

now agent selection can be based on Resource group or Skill based.

Call entering into UCCX are answered on FIFO basis, but agent selection is not like this.

When you assign diffrernt skills , you have to set a selection criteria among all those skills that who will be selected first,

for eg . agent with high competence or agent with less comptence value.

if there are 2 agents with same skill, same competence value , usually longest idle agent is selected for the call.

so it totally depends on your config ,

if you can share screenshot of some CSQ , then i can answer based on that config , which will clear more doubts that you have.

Regards

Anurag

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