Cisco CRS-1 - Carrier Routing System Router, Руководство администратора

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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 4 Provisioning Cisco Unified CCX
Creating, Modifying, and Deleting CSQs
In addition, suppose you had the following Contract Service Queue information
defined:
In this scenario, if a caller calls with a question about CreditCard information and
there are no CSQs currently available with CreditCard skills (that is, Agent1 and
Agent2), there is a possibility for Agent3—who has no CreditCard skill—to get
selected as the Longest Available Agent.
To avoid such a situation, you could design the script to always look into CSQ2
for available agents since it has the highest competency of 10 for CreditCard, and
agent selection here is based on most skilled.
Note
If two or more agents have equal competency level, then the selection
automatically defaults to Longest Available selection criteria.
Resource Skill Selection Criteria Within a CSQ
Resource selection within a CSQ is based on the resource competency levels of
the skills associated to the CSQ. You can choose between the most and least
skilled.
The CRS system defines a Level 10 competency to be the highest skill level, while
a Level 1 denotes the lowest skill level. When more than one skill is involved, each
skill is given the same weight, meaning no preference is given to any skill. A
comparison is performed on the sum of all the competency levels for the
CSQ Name
Resource Pool
Selection Model Resource Selection
Criteria
Skill/Competence
Available
Agents
CSQ1 Resource Skills Most Skilled Banking
Minimum competency: 5 Agent1
Agent2
CSQ2 Resource Skills Most Skilled CreditCard
Minimum competency: 5 Agent1
Agent2
CSQ3 Resource Group Longest Available GeneralQueries Agent1
Agent2
Agent3