Cisco CRS-1 - Carrier Routing System Router Administration Manual page 126

Creating, Modifying, and Deleting CSQs
Example CSQ Skills
Most skilled Technical
resource selection Support
mode
Least skilled Technical
resource selection Support
model
Note The ordering in the two examples above are not opposite simply because the selection criteria
has been changed from most to least skilled. The reason for the ordering is because, when
competency levels are equal, both selection models choose the resources that have been
available for the longest amount of time
Most skilled Sales
resource selection Support
model
Least skilled Sales
resource selection Support
model
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
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associated skills. (Skills assigned to resources but not associated to the CSQ are
ignored.) In the case of a tie when skill competencies are equal, the resource that
has been ready for the longest amount of time will be chosen.
The table below provides examples of how Cisco CRS selects resources within a
CSQ.
Agent Competency
Levels
Agent A = 10
Agent B = 10
Agent C = 5
Agent A = 10
Agent B = 10
Agent C = 5
Agent A = Sales (10)
Support (5)
Agent B = Sales (5),
Support (10)
Agent C = Sales (5)
Support (1)
Agent A = Sales (10)
Support (5)
Agent B = Sales (5),
Support (10)
Agent C = Sales (5)
Support (1)
Chapter 4 Provisioning Cisco Unified CCX
Sequence Agents
Become Ready
A, B C
C, A, B
A, C, B
C, B, A
A, B, C
C, A, B
A, C, B
C, B, A
A, B, C
C, A, B
A, C, B
C, B, A
A, B, C
C, A, B
A, C, B
C, B, A
Selection Order
A, B, C
A, B, C
A, B, C
B, A, C
C, A, B
C, A, B
C, A, B
C, B, A
A, B, C
A, B, C
A, B, C
B, A, C
C, A, B
C, A, B
C, A, B
C, B, A