UCCX – 14 – UCCX Provisioning – Part 3

CSQ based on Resource skill.

Resource Selection Criteria: Most Skilled

1

Minimum Competence Level: 5 (Will pickup 5 and above)

This setting is attached to the CSQ.

1-Beginner – 10-Expert

Common CSQ:

2

If we set all the Competence level to 1 for minimum, the CSQ will add all the levels together and pickup the highest level:

2 3

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.

4

Skilled values by weight:

5