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When you add or remove agents to CSQ, the skills and competencies of the agents are updated to match the queue requirements. The changes are explained with an example. In this example, the following are considered:
Skills: English, Sales, and Services
Agent Name: Michael
Supervisor Name: Sandra
CSQ details:
CSQ Name |
Skill(Competency) |
---|---|
SalesQueue |
English(8), Sales(5) |
ServicesQueue |
English(5), Services(5) |
GeneralQueue |
English(8) |
Assumptions:
All scenarios start with empty skills for an agent, unless explained in the specific scenario.
Supervisor uses Advanced Capabilities in Finesse to add and remove agents to CSQ.
Administrator uses Unified CCX Administration UI to add and remove agents to CSQ.
There are no two queues with similar skills and competencies.
Add strategy: When supervisors add agents to a queue, the skills and competencies of the agents that are required to be part of the queue are updated at the server.
Remove strategies: When a supervisor removes an agent from a queue, two strategies Minimal Impact and Revert are adopted.
Minimal Impact strategy- Reduces the competency of a skill or removes the skill, such that the agent is removed from the queue and impact on the other queues is minimal.
Revert strategy- Revert the operation that is done during Add by removing the respective skills.
The behavior is explained by considering some of the scenarios.
Scenario 1- Before upgrading unified CCX to 12.0 release, administrator adds Michael to SalesQueue. After upgrading to unified CCX 12.0 release, Sandra removes Michael from SalesQueue.
Agent Skill(Competency) before Action |
Action |
Agent Skill(Competency) after Action |
Strategy |
||
---|---|---|---|---|---|
No Skill |
Admin adds Michael to SalesQueue |
English(8), Sales(5) |
Add
|
||
English(8), Sales(5) |
Sandra removes Michael from SalesQueue |
English(8), Sales(4) |
Minimal Impact
|
Scenario 2- Sandra adds Michael to SalesQueue and later removes him from SalesQueue.
Agent Skill(Competency) before Action |
Action |
Agent Skill(Competency) after Action |
Strategy |
||
---|---|---|---|---|---|
No Skill |
Sandra adds Michael to SalesQueue |
English(8), Sales(5) |
Add
|
||
English(8), Sales(5) |
Sandra removes Michael from SalesQueue |
No Skill |
Revert
|
Scenario 3- Sandra adds Michael to SalesQueue and ServicesQueue. Later she removes him first from ServicesQueue and then from SalesQueue.
Agent Skill(Competency) before Action |
Action |
Agent Skill(Competency) after Action |
Strategy |
||
---|---|---|---|---|---|
No Skill |
Sandra adds Michael to SalesQueue |
English(8), Sales(5) |
Add
|
||
English(8), Sales(5) |
Sandra adds Michael to ServicesQueue |
English(8), Sales(5), Services(5) |
Add |
||
English(8), Sales(5), Services(5) |
Sandra removes Michael from ServicesQueue |
English(8), Sales(5) |
Revert |
||
English(8), Sales(5) |
Sandra removes Michael from SalesQueue |
No Skill |
Revert |
Scenario 4- Sandra adds Michael to SalesQueue and ServicesQueue. Later she removes him first from SalesQueue and then from ServicesQueue.
Agent Skill(Competency) before Action |
Action |
Agent Skill(Competency) after Action |
Strategy |
||
---|---|---|---|---|---|
No Skill |
Sandra adds Michael to SalesQueue |
English(8), Sales(5) |
Add
|
||
English(8), Sales(5) |
Sandra adds Michael to ServicesQueue |
English(8), Sales(5), Services(5) |
Add |
||
English(8), Sales(5), Services(5) |
Sandra removes Michael from SalesQueue |
English(8), Services(5) |
Revert
|
||
English(8), Services(5) |
Sandra removes Michael from ServicesQueue |
English(8) |
Revert
|
Scenario 5- Sandra adds Michael to GeneralQueue and ServicesQueue. Later she removes him first from GeneralQueue and then from the ServicesQueue.
Agent Skill(Competency) before Action |
Action |
Agent Skill(Competency) after Action |
Strategy |
||
---|---|---|---|---|---|
No Skill |
Sandra adds Michael to GeneralQueue |
English(8) |
Add |
||
English(8) |
Sandra adds Michael to ServicesQueue |
English(8), Services(5) |
Add |
||
English(8), Services(5) |
Sandra removes Michael from GeneralQueue |
English(7), Services(5) |
Minimal Impact
|
||
English(7), Services(5) |
Sandra removes Michael from ServicesQueue |
No Skill |
Revert
|
Scenario 6- Sandra adds Michael to GeneralQueue and SalesQueue. Later she removes him first from GeneralQueue and then from the SalesQueue.
Agent Skill(Competency) before Action |
Action |
Agent Skill(Competency) after Action |
Strategy |
||
---|---|---|---|---|---|
No Skill |
Sandra adds Michael to GeneralQueue |
English(8) |
Add |
||
English(8) |
Sandra adds Michael to SalesQueue |
English(8), Sales(5) |
Add |
||
English(8), Sales(5) |
Sandra removes Michael from GeneralQueue |
No Skill |
Revert
|