Matthew, Scenario 1- If you have a single CSQ and two skills and your agent is assigned both skills. If you would like one skill to have priority over the other - you would set the ³minimum competance² value to be higher on the the skill you want priority when assigning that skill to the CSQ as depicted in this screenshot below. In this example there are two skills assign to this CSQ. The ³TUTOR² skill will take priority over the ³BOOK² skill.
Scenario 2- If you have a two CSQ¹s, each CSQ is assigned a single skill and your agent is assigned both skills. If you would like one CSQ to have priority over the other - you could set this in the script by using the ³Set Priority² step as shown in screenshot below. In this case the ³BOOKCSQ² would take priority over the ³TUTORCSQ². HTH, Amy --- Amy Ryan CCIE #24677 (Voice) Technical Instructor - IPexpert, Inc. Mailto: [email protected] Telephone: +1.810.326.1444 Live Assistance, Please visit: www.ipexpert.com/chat <http://www.ipexpert.com/chat> eFax: +1.810.454.0130 IPexpert is a premier provider of Self-Study Workbooks, Video on Demand, Audio Tools, Online Hardware Rental and Classroom Training for the Cisco CCIE (R&S, Voice, Security & Service Provider) certification(s) with training locations throughout the United States, Europe, South Asia and Australia. Be sure to visit our online communities at www.ipexpert.com/communities <http://www.ipexpert.com/communities> and our public website at www.ipexpert.com <http://www.ipexpert.com/> From: "Berry, Matthew J." <[email protected]> Date: Mon, 19 Apr 2010 09:19:33 -0500 To: OSL <[email protected]> Subject: [OSL | CCIE_Voice] UCCX Skill Groups Does anyone know if there is a way to define two skill groups for an agent, but give a particular skill group a priority over the other one? Meaning, if two calls are in queue, each for different skill groups, I can adjust which call will get priority over the other based on the type of skill? Thanks! Matthew Berry, CCVP, Sr. Unified Communications Engineer Kroll | 9023 Columbine Road, Eden Prairie, MN 55347 Single Number Reach +1 952 516 3748 | Fax +1 952 516 3646 | [email protected] <mailto:[email protected]> www.krollontrack.com <http://www.krollbackgroundscreening.com/> | www.kroll.com <www.kroll.com> _______________________________________________ For more information regarding industry leading CCIE Lab training, please visit www.ipexpert.com
<<image.png>>
<<image.png>>
_______________________________________________ For more information regarding industry leading CCIE Lab training, please visit www.ipexpert.com
