Here's what I am proposing: CSQ-ClientCare with a Resource Selection Criteria of "Most Skilled by Weight" I would then define the following skills: SKL-ClientCare0 Min comp 5 Weight 100 SKL-ClientCare1 Min comp 5 Weight 50
I would have two agents John Adams Assigned Skill= SKL-ClientCare0 Tom Jefferson Assigned Skill= SKL-ClientCare1 If a call came in and was sent to CSQ-ClientCare, the call should be routed to John Adams before Tom Jefferson since SKL-ClientCare0 had a higher weight that SKL-ClientCare1. Does that sound correct? Matthew Berry, CCVP, Sr. Unified Communications Engineer mjbe...@kroll.com -----Original Message----- From: bkvalent...@gmail.com [mailto:bkvalent...@gmail.com] Sent: Monday, April 19, 2010 9:21 AM To: Berry, Matthew J.; ccie_voice-boun...@onlinestudylist.com; OSL Subject: Re: [OSL | CCIE_Voice] UCCX Skill Groups Yes. You can weight the skills when you setup the CSQ. Brian Sent via BlackBerry from T-Mobile -----Original Message----- From: "Berry, Matthew J." <mjbe...@krollontrack.com> Date: Mon, 19 Apr 2010 09:19:33 To: OSL<ccie_voice@onlinestudylist.com> Subject: [OSL | CCIE_Voice] UCCX Skill Groups _______________________________________________ For more information regarding industry leading CCIE Lab training, please visit www.ipexpert.com _______________________________________________ For more information regarding industry leading CCIE Lab training, please visit www.ipexpert.com
