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Cisco Agent Desktop low skill agent receiving calls before higher skill levels.

A user was recently changed to a lower skillset so others would take queue calls before her.  However, she is stating that she is receiving calls even when they are ready.  They are all in multiple skills.  I checked her status and she is 5 while the others are 10.  Where else can I look? 

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Hall of Fame Super Silver

Cisco Agent Desktop low skill agent receiving calls before highe

Assuming this is with UCCX, what is the routing algorithm selected for the CSQ? for skills based routing to work it needs to be one such as Most Skilled, default is longest idle.

HTH,

Chris

3 REPLIES
Hall of Fame Super Silver

Cisco Agent Desktop low skill agent receiving calls before highe

Assuming this is with UCCX, what is the routing algorithm selected for the CSQ? for skills based routing to work it needs to be one such as Most Skilled, default is longest idle.

HTH,

Chris

New Member

Cisco Agent Desktop low skill agent receiving calls before highe

Yes that was it!  I had to change to Most Skilled as it was set to Longest Idle  Thanks!!

Cisco Agent Desktop low skill agent receiving calls before highe

Hi Eric,

Make sure that this Agent is not getti ng calls from the other CSQ's and also if they have multiple skills. You need to check what is the CSQ routing logic selected (Max skilled \Least skilled\...etc) , also make sure that none of the call forwards are enabled to this extension.

Hope it helps.

Anand

Pls rate helpful posts !!

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