Cisco CRS-1 - Carrier Routing System Router, Administration Manual

Page: 119 / 436

4-27
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 4 Provisioning Cisco Unified CCX
Creating, Modifying, and Deleting CSQs
Step 4
Use this web page to specify the following:
Field Name Description
Contact Service
Queue Name Create a meaningful name that is concise, yet easy to recognize (for example,
LanguageExperts).
Automatic Work Determines whether agents in this CSQ automatically enter Work state after a
call. Options are:
•
Enabled—Causes the agents to go into Work state automatically when a
call ends.
• Disabled (default)—Causes agents to enter Ready or Not Ready state
when a call ends, depending on the Automatic Available setting for the
agent.
Note
For more information, see Assigning a Resource Group and Skills to
an Individual Agent, page 4-19 .
Wrapup Time Determines the length of the workstate for this CSQ after a call. Options are:
• Enabled button with seconds field—The seconds field specifies the length
of the workstate phase (greater than 0 second but less than 7200 seconds).
•
Disabled—No limit on how long the agent can stay in the workstate.
Resource Pool
Selection Mode (Drop-down menu.) Select one of the following:
Resource Skills - To create a skills-based CSQ (available only with Unified
CCX Enhanced).
Resource Group - To create a resource group-based CSQ.
Note For information about choosing between skill-based or group-based
selection, see
“Resource Pool Selection Criteria: Between Skills and
Groups” section on page 4-32 .
Service Level The target maximum number of seconds a call is queued before it is connected
to an agent.
Service Level
Percentage The target goal for percentage of contacts that meet the service level.
For example, a call center that has a service level of 20 and a service level
percentage of 80 percent has a goal of answering 80 percent of its calls within
20 seconds.
Prompt .wav prompt file to associate with the CSQ.