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Home > Archive > Voice over IP Cisco > June 2007 > IPCC Express - Resource Pool Selection Question
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IPCC Express - Resource Pool Selection Question
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| Neil Russell 2007-06-22, 1:11 pm |
| I am sure this has been answered before but I couldn't find it in Cisco
documentation or the VOIP Archives. We have a call center that uses
both "longest available" and "Least Skilled" resource pool selection
models in our CSQs / skills. If I have an agent that is setup in a
skill(s) for both methods, and calls in queue for each, how does IPCC
decide which skill to send the call to, since they are using different
models?
Thanks,
Neil
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| Jonathan Charles 2007-06-22, 7:11 pm |
| It will be the least skilled AND longest available... my guess is
skill is weighted higher...
For example, two agents, both in ready... one has skill 1 and avail
for 1 min, the other skill 2 for two mins...
I would bet that the one with skill 1 gets the call
Jonathan
On 6/22/07, Neil Russell <NRussell@goamp.com> wrote:
> I am sure this has been answered before but I couldn't find it in Cisco
> documentation or the VOIP Archives. We have a call center that uses
> both "longest available" and "Least Skilled" resource pool selection
> models in our CSQs / skills. If I have an agent that is setup in a
> skill(s) for both methods, and calls in queue for each, how does IPCC
> decide which skill to send the call to, since they are using different
> models?
>
> Thanks,
>
> Neil
>
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