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

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Chapter 4 Provisioning Cisco Unified CCX
Creating, Modifying, and Deleting CSQs
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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
associated skills. (Skills assigned to resources but not associated to the CSQ are
ignored.) In the case of a tie when skill competencies are equal, the resource that
has been ready for the longest amount of time will be chosen.
The table below provides examples of how Cisco CRS selects resources within a
CSQ.
Example CSQ Skills
Agent Competency
Levels Sequence Agents
Become Ready
Selection Order
Most skilled
resource selection
mode Technical
Support Agent A = 10
Agent B = 10
Agent C = 5
A, B C A, B, C
C, A, B A, B, C
A, C, B A, B, C
C, B, A B, A, C
Least skilled
resource selection
model Technical
Support Agent A = 10
Agent B = 10
Agent C = 5
A, B, C C, A, B
C, A, B C, A, B
A, C, B C, A, B
C, B, A C, B, A
Note
The ordering in the two examples above are not opposite simply because the selection criteria
has been changed from most to least skilled. The reason for the ordering is because, when
competency levels are equal, both selection models choose the resources that have been
available for the longest amount of time
Most skilled
resource selection
model Sales
Support Agent A = Sales (10)
Support (5)
Agent B = Sales (5),
Support (10)
Agent C = Sales (5)
Support (1)
A, B, C A, B, C
C, A, B A, B, C
A, C, B A, B, C
C, B, A B, A, C
Least skilled
resource selection
model Sales
Support Agent A = Sales (10)
Support (5)
Agent B = Sales (5),
Support (10)
Agent C = Sales (5)
Support (1)
A, B, C C, A, B
C, A, B C, A, B
A, C, B C, A, B
C, B, A C, B, A