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Multiple skills in the same CSQ

I have a customer that has 20 skills. They don't want to have 20 CSQ in supervisor and reports but still want all the calls to route based on the skill level of the agent.

Is there any way to do this without creating 20 CSQs?

Example

CSQ: CustomerService

Skill1: Spanish

Skill2: English

Skill3:Portugese

When someone press the Spanish option I only want the Spanish skill to be calculated not all the other skills. The skill spanish skill is only skill that the call is tagged with and all the other skills that are part of the CSQ don't matter.

THis is a common practice with other major call center platforms but seem that UCCX can only do it by creating multiple CSQ 

 

Any help would be appreciated

 

KG

 

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
VIP Super Bronze

No. You cannot address skill

No. You cannot address skill names from within the AEF script file, only CSQs. You'll need to create a separate CSQ for each unique grouping of agents you want to choose from. Unique CSQs are also occasionally created for reporting purposes since many of the historical reports center around them.

PS- There is a Contact Center community that this question would be better suited in.

Please remember to rate helpful responses and identify helpful or
1 REPLY
VIP Super Bronze

No. You cannot address skill

No. You cannot address skill names from within the AEF script file, only CSQs. You'll need to create a separate CSQ for each unique grouping of agents you want to choose from. Unique CSQs are also occasionally created for reporting purposes since many of the historical reports center around them.

PS- There is a Contact Center community that this question would be better suited in.

Please remember to rate helpful responses and identify helpful or
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