According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the two resource selection criteria that are available for a chat Contact Service Queue are longest available and most skilled. These are the criteria that determine how the chat contacts are routed to the available agents in the chat Contact Service Queue. The longest available criterion selects the agent who has been in the ready state for the longest time, regardless of the skill level. The most skilled criterion selects the agent who has the highest skill competency level for the chat Contact Service Queue, regardless of the ready time. These criteria can help to balance the workload and performance of the chat agents, and to match the chat contacts with the most appropriate agents. The other options are not valid resource selection criteria for a chat Contact Service Queue. Least skilled, most handled contacts, and random are not supported for chat routing, as they are not relevant or optimal for chat interactions. References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.3: Agent Web Chat, Page 33
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