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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
• Least Skilled by Order— Used for expert agent call distribution. Selects the
agent with the lowest total competency level in the ordered list.
Note If two or more agents have equal competency level, then the selection
automatically defaults to Longest Available selection criteria.
Step 7 As necessary, specify the following settings:
Note The Resource Pool Selection Mode setting determines the availability of
these options.
a. Use the Select Skills list to highlight the skills you want; click the Add button
next to the list.
b. Specify a Minimum Competence Level.
c. Depending on the Resource pool criteria you chose, specify a Weight value
between 1 and 1000.
d. Optionally, use the arrow icons to order the skills by moving them up or down
in the list.
Note Use the Delete icon next to a skill to delete that skill from the Skills
Required list.
Step 8 Click the Add button at the top of the configuration web page to apply changes
and update the system.
The Resources list is populated with the list of agents who meet the specified
criteria. (This list automatically refreshes every 30 seconds.)
Note If no agents display in this list, the selection criteria is too restrictive;
modify the criteria.
Step 9 Optionally, if you selected one of the Least/Most Skilled options as the Resource
Selection Criteria, rearrange the order of agents in the Resources list by
highlighting an agent and using the up and down arrows to move the agent in the
list.
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