Cisco CRS-1 - Carrier Routing System Router, Administration Manual, Page: 120 / 436

Chapter 4 Provisioning Cisco Unified CCX
Creating, Modifying, and Deleting CSQs
4-28
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Step 5
Click Next.
The second CSQ Configuration area opens.
Step 6 Select an option from the Resource Selection Criteria drop-down menu:
Note The Resource Pool Selection Mode setting determines the options
available in this drop-down menu.
•
Longest Available—Selects the agent who has been in the Available state for
the longest amount of time.
•
Most Handled Contacts—Selects the agent who has answered the most
handled calls.
• Shortest Average Handle Time—Selects the agent who generally spends the
least amount of time talking to customers.
•
Most Skilled—Used for expert agent call distribution. Selects the agent with
the highest total competency level. The total competency level is determined
by adding the agent’s competency levels for each of their assigned skills that
are also assigned to the CSQ.
• Example 1: If Agent1 is assigned Skill1(5), Skill2(6), and Skill3(7) and CSQ1
specifies Skill1(min=1) and Skill3(min=1), the total competency level for
Agent1 for CSQ1 is 12.
•
Example 2: If Agent1 is assigned Skill1(5) and Skill2(6) and Skill3(7) and
CSQ1 specifies Skill1(min=1), only, the total competency level for Agent1
for CSQ1 is 5.
•
Most Skilled by Order— Used for expert agent call distribution. Selects the
agent with the highest total competency level in the ordered list.
•
Most Skilled by Weight— Used for expert agent call distribution. Selects the
agent with the highest total competency level multiplied by the skill’s
associated weight.
•
Least Skilled—Used for expert agent call distribution. Selects the agent with
the lowest total competency level. The total competency level is determined
by adding the agent’s competency level in each assigned skill.
•
Least Skilled by Weight—Used for expert agent call distribution. Selects the
agent with the lowest total competency level multiplied by the skill’s
associated weight.