Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Ratgeber Für Administratoren

Select an option from the Resource Selection Criteria drop-down menu.

The Resource Selection Criteria field is displayed only if you have 
selected the CSQ type as Voice. This field is not configurable for an 
E-mail CSQ type.

The Resource Pool Selection Mode setting determines the options 
available in this drop-down menu.

Longest Available—Selects the agent who has been in the Available state for 
the longest amount of time.

Most Handled Contacts—Selects the agent who has answered the most 
handled calls.

Shortest Average Handle Time—Selects the agent who generally spends the 
least amount of time talking to customers.

Most Skilled—Used for expert agent call distribution. Selects the agent with 
the highest total competency level. The total competency level is determined 
by adding the agent’s competency levels for each of their assigned skills that 
are also assigned to the CSQ.

Example 1: If Agent1 is assigned Skill1(5), Skill2(6), and Skill3(7) and 
CSQ1 specifies Skill1(min=1) and Skill3(min=1), the total competency 
level for Agent1 for CSQ1 is 12.

Example 2: If Agent1 is assigned Skill1(5) and Skill2(6) and Skill3(7) 
and CSQ1 specifies Skill1(min=1), only, the total competency level for 
Agent1 for CSQ1 is 5.

Least Skilled—Used for expert agent call distribution. Selects the agent with 
the lowest total competency level. The total competency level is determined 
by adding the agent’s competency level in each assigned skill.

Least Skilled by Weight—Used for expert agent call distribution. Selects the 
agent with the lowest total competency level multiplied by the skill’s 
associated weight.

Most Skilled by Weight— Used for expert agent call distribution. Selects the 
agent with the highest total competency level multiplied by the skill’s 
associated weight.