UCCX skills question

[Amine Nouasri]

Gang,

I am having a hard time understanding the logic UCCX uses to select an agent based on Most Skilled. Here is my scenario:

Agent Skills

Agent A= SK-Queue1(10), SK-Queue2(1), SK-Queue3(1),SK-Queue4(1)

Agent B= SK-Queue1(9), SK-Queue2(10), SK-Queue3(10),SK-Queue4(9)

Agent C= SK-Queue1(9), Queue2(10), SK-Queue3(10),SK-Queue4(9)

Agent D= SK-Queue1(1), SK-Queue2(9), SK-Queue3(9),SK-Queue4(10)

Queues

Queue1= SK-Queue1, Competence=2

Queue2= SK-Queue2, Competence=2

Queue3= SK-Queue3, Competence=2

Queue4= SK-Queue4, Competence=2

My issue is Agent B and Agent C are always listed first under Queue1 when I do Show Ressources and I am trying to get Agent A get the call first if he is ready.

Same for Queue4. Agent B and Agent C are listed first and I am trying to get Agent D answer the call first.

My understanding is when I select only one Skill (SK-Queue1 for Queue1 as an example), the system will select the most skilled agent and not consider the total. If this not correct how can I make this to work?

Thanks.

[George Thomas]

You will have to go under the respective queue and select Most Skilled under the Resource Selection Criteria. This can be done by going to Subsytems->RmCm->Contact Service queues, select the queue, click Next and you should be able to find the option there.

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[Amine Nouasri]

Thanks George,

This is already configured. Each CSQ has the corresponding skill assigned.

For example,

CSQ Queue1 has skill SK-Queue1 assigned with competence set to 2.

[George Thomas]

Ok, what about Resource Selection Criteria, is it set to Most skilled or Longest Idle?

Please rate useful posts.

[Amine Nouasri]

It is set to Most skilled on each CSQ.

[Amine Nouasri]

Now my issue comes down to answer this question:

In an envirement were agents are answering calls on different queues, can we route the call to a queue by considering only the skills assigned to that queue an not all the skills assigned to the agent? If this is what it suppose to happen, why agent B and C are always listed first?

Thanks