Skills Based Routing Question

[ipt_dude]

Seeing this in an earlier thread that is locked - does this mean that if ALL agents in Skill Group 1 are on a call, the call will simply queue until an agent in Skill Group 1 is available - EVEN though there are agents available in Skill Group 2, 3, 4 and 5?

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As @GrahamStewart pointed out, the Call Queues Academy documentation does explain this though I think slide 11 is more helpful here.

The next skill base will only ring when ALL skill base 1 agents are unavailable. Otherwise it will act like a standard queue and keep polling the skill based 1 agents if they're available.
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[Tyler.Calhoun]

The next skill base will only ring when ALL skill base 1 agents are unavailable. Otherwise it will act like a standard queue and keep polling the skill based 1 agents if they're available.

that's exactly how I understood it.

Unfortunately, it does not work like that at the moment. In certain constelations, agents of the skill 1 group are available, but agents of the skill 2,3,4 group are added to queue.

I am currently talking to @VasilisV_3CX and he is really trying to solve the problem.

 

[VasilisV_3CX]

Hi @ipt_dude and @Tyler.Calhoun,

To clarify, what the Academy mentions is correct, what Tyler has is a problem which we're looking into.

Unfortunately, it does not work like that at the moment.

In your case specifically, for now. We're looking into why.

 

[Tyler.Calhoun]

Also from me again the information to all:

I also didn't mean to say that it doesn't work at all.

Skill based routing is really a great feature.

Only in some specific constelations there currently seem to be problems.

 

[Tyler.Calhoun]

The Skill Based Routing feature works exactly as it is intended.

I have misunderstood something.

 

[ipt_dude]

Hi @ipt_dude and @Tyler.Calhoun,

To clarify, what the Academy mentions is correct, what Tyler has is a problem which we're looking into.


In your case specifically, for now. We're looking into why.

Do I understand correctly that if ALL agents with Skill Group 1 are on calls, 3CX SBR will simply queue incoming calls rather than spilling them over into other Skill Groups with available agents?

 

[Tyler.Calhoun]

Basically yes. When all agents are busy, skill 2 agents are added.
What I did not know: ringing also means busy. If all Skill 1 extensions are ringing, Skill 2 agents are added.

 

[VasilisV_3CX]

Hi @ipt_dude & @Tyler.Calhoun,

To clarify. Simply put:

Skill group 1 agents are polled. If there are 3 Skill based 1 agents, until all 3 are polled, they will be polled depending on the polling strategy chosen. If all 3 are 'busy' being polled or on a call, then calls will poll Skill group 2 agents.

 

[ipt_dude]

Hi @ipt_dude & @Tyler.Calhoun,

To clarify. Simply put:

Skill group 1 agents are polled. If there are 3 Skill based 1 agents, until all 3 are polled, they will be polled depending on the polling strategy chose

Got it. Thank you very much. This is one minor area in which Cisco UCCX handles skill based routing in a far more granular way.

I have 25 different departments. In my legacy Cisco UCCX environment, I would be able to tag not only a numerical skill level ( like 3CX ) - I would also be able to tag an agent with "Sales" , or "Support" or "Returns". When a call was redirected to the centralized hunt group with the "sales" tag, UCCX would route the call to agents with that specific tag.

But this is minor when you compare 3CX to the absurd pricing and beyond absurd complexity of Cisco IPT platforms.