CSQ based on Resource skill.
Resource Selection Criteria: Most Skilled
Minimum Competence Level: 5 (Will pickup 5 and above)
This setting is attached to the CSQ.
1-Beginner – 10-Expert
If we set all the Competence level to 1 for minimum, the CSQ will add all the levels together and pickup the highest level:
If a tie in skills, the longest idle agent is delivered the call. If all agents have the same skill level and there is a tie, it falls back to the next skill.
Weight multiplies the skill level by the weight value.
Skilled values by weight: