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New Member

UCCX Skills based routing question

Hi,

I need some advise in the design for UCCX skill based routing. We have 2 different sets of agents with different skill levels. For example, Agents 1-5 have Skill A competency level of 8 and Agents 6-10 have Skill A competency level of 5. The agent selection criteria is Most Skilled Based routing. So by default when the call comes, it will go to Agents 1-5 and if those agents are busy, it will go to Agents 6-10. The requirement is that if Agents 1-5 are busy and 6th call comes in, it should wait in the queue for 5min for one of those 1-5 Agents to become available and if they are still busy after 5min, then it should go to Agents 6-10. Is it possible to achieve this?

Thanks in advance,

Vikas

1 ACCEPTED SOLUTION

Accepted Solutions

UCCX Skills based routing question

Yes, but you will have to create a new skill, for example SkillA2ndLevel and move all your 6-10 skilled agents to it.  Then in your script, queue the call to SkillA at most skilled, then put the call in queue for 5 minutes, then send it to your new skill.

david

18 REPLIES

UCCX Skills based routing question

Yes, but you will have to create a new skill, for example SkillA2ndLevel and move all your 6-10 skilled agents to it.  Then in your script, queue the call to SkillA at most skilled, then put the call in queue for 5 minutes, then send it to your new skill.

david

Hall of Fame Super Silver

UCCX Skills based routing question

David is correct (+5), there is no way in CCX to dynamically change the CSQ allocation, you will need to queue different CSQ. One addition I will add is you may want to add agents 1-5 to the queue2 as well in case there are no agents available in queue1 and 2, and dequeue CSQ1 before queuing CSQ2 for reporting purposes.

HTH,

Chris

New Member

UCCX Skills based routing question

Thanks for the response. What do you mean by dequeue CSQ1?

One more question regd UCCX reporting config: there are 2 options, one is HRC and other is CUIC. Can I just switch back and forth among those without any issues or do I need to follow a certain procedure to achieve it? I really appreciate all the help.

Vikas

New Member

UCCX Skills based routing question

Thanks a lot for the suggestion for 2 skillsets option with 2 queues, it is working fine.

Can someone help with the 2nd question:

There are 2 options, one is HRC and other is CUIC. Can I just switch back and forth among those without any issues or do I need to follow a certain procedure to achieve it.

Vikas

Hall of Fame Super Silver

UCCX Skills based routing question

Yes, you can switch back and forth, but I see no reason for going back to HRC, which will be surely removed in future releases.

HTH, please rate all useful posts!

Chris

New Member

We are changing are resource

We are changing are resource skill based routing to Skill based routing. I was wondering if you ever got a sample script you could share?

Only to update and put new

Only to update and put new option!!!!

 

We use Resource Selection Critéria on Queue Configuration.

The Resource Selection Critéria use longest available by default, so we change to Most Skilled, all calls now are routing by most skilled agent, if they are busy the call are routed to least skilled agent.

It´s works very well!!!!!!!

New Member

Do you know if there is a way

Do you know if there is a way to add agents to more than one team?

Silver

There is not a way to be

There is not a way to be associated with more than one team.

 

DJ

New Member

I see you can add multiple

I see you can add multiple queues to 1 team what or why would this be helpful?

You don't add queues to teams

You don't add queues to teams, you add queues to agents. Agents are parts of teams.

 

david

New Member

You can add multible CSQs to

You can add multible CSQs to a Team I will send a screen shot. I am wondering by adding more than 1 CSQ to a team what that would be for or does?

 

 

Hall of Fame Super Silver

teams vs skill are 2

teams vs skill are 2 different animals. Teams only drive who the supervisor has visibility from supervisor desktop, etc. but no bearing of any kind on call routing.

Andrew,Why do you need a

Andrew,

Why do you need a agent with two team?

 

Chris and djlundberg are right!!

 

 

 

New Member

The agent has multiable

The agent has multiable skills and it was more for managment. In supervisor you can only manage a agent in one team even if that agent has many skills.

Hall of Fame Super Silver

That is not a correct

That is not a correct statement, an agent can belong to one team, but a supervisor can be assigned to multiple teams.

New Member

Yes that is what I ment but

Yes that is what I ment but you can only see the agent in the one team they are assigned even if the agent has many skills you can only manager that agent in the team she is in. I am have a have time explaining this.

New Member

Hello Vikas;I am trying to do

Hello Vikas;

I am trying to do the same design for UCCX skill based routing that you had. We have 2 different sets of agents with different skill levels.  Basically the same thing that you have in your example.   I'm new to this program. I'm trying to follow your suggestions but I have trouble understanding. Do you mind to share your script? 

 

Thanks in advance,

Mariela

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