Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Administrator's Guide

Resource selection within a CSQ is based on the resource competency levels of 
the skills associated to the CSQ. You can choose between the most and least 
skilled. 

The Unified CCX system defines a Level 10 competency to be the highest skill 
level, while a Level 1 denotes the lowest skill level. When more than one skill is 
involved, each skill is given the same weight, meaning no preference is given to 
any skill. A comparison is performed on the sum of all the competency levels for 
the associated skills. (Skills assigned to resources but not associated to the CSQ 
are ignored.) In the case of a tie when skill competencies are equal, the resource 
that has been ready for the longest amount of time will be chosen. 

The following table provides examples of how Unified CCX selects resources 
within a CSQ.

Most skilled 
resource selection 
model

Technical 
Support

Agent A = 10

Agent B = 10

Agent C = 5

A, B C

A, B, C

C, A, B

A, B, C

A, C, B

A, B, C

C, B, A

B, A, C

Least skilled 
resource selection 
model

Technical 
Support

Agent A = 10

Agent B = 10

Agent C = 5

A, B, C

C, A, B

C, A, B

C, A, B

A, C, B

C, A, B

C, B, A

C, B, A