A contact service queue (CSQ) is a logical grouping of agents that share similar skills. In Cisco Unified Contact Center Express, skills are assigned to CSQs, not to individual agents. Agents are associated with resource groups, which are then mapped to CSQs based on the skills required. This allows the system to route calls to the most appropriate CSQ, and then to the most qualified agent within that CSQ. References: UCCXD - Deploying Cisco Unified Contact Center Express v6.0, Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1)
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