Refer to the exhibit.
Assume that all shown agents are available to take a call. Which agent will receive the call when a
select resource step is triggered in the script for the Customer Service CSQ?
A.
s1dispatch-PA
B.
s1dispatch-OH
C.
the agent that has been idle the longest
D.
the agent with the shortest handled time
Explanation:
The Contact Service Queue (CSQ) controls incoming calls by determining where an incoming call
should be placed in the queue and to which agent the call is sent.
After you assign an agent to a resource group and assign skills, you need to configure the CSQs.
You assign agents to a CSQ by associating a resource group or by associating all skills of a particular
CSQ. Agents in the selected resource group or who have all the selected skills are assigned to the
CSQ.Skills within the CSQ can be ordered. This means, when resources are selected, a comparison is done
based on the competency level (highest for “most skilled” and lowest for “least skilled”) of the first
skill in the list. If there is a “tie” the next skill within the order is used, and so on.http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_
10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10-
0/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10-0_chapter_0111.html#UCCX_TP_C6155D52_00
Agent Skill andCompetency-BasedRouting.Agents can Included. Included. Included.
be configured with up to 50 skills, each with up to 10
different competency levels. Contact Service Queues (also
known as skill groups) can be configured as requiring up
to 50 skills, each with up to 10 minimum skill competency
levels. The Unified CCX routing logic then matches the
caller and contact requirements with agent skills to find the
optimum match using one of the following agent selection
criteria:
• Longest available, most handled contacts, or shortest
average handle time
• Most skilled, most skilled by weight, or most skilled
by order
• Least skilled, least skilled by weight, or least skilled
by order
Starting with Unified CCX 5.0(2), this feature is
available with the Standard package. It is not
available with the Standard package for releases
earlier than Unified CCX 5.0(2).
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