Cisco Cisco IP Contact Center Release 4.6.2

1. Select Change to open the Queue Agent Type dialog.

2. Select Explicit agent references.

3. Click OK to return to the Queue to Agent Properties dialog.

Select an agent from the drop-down list in the Agent column. This enables the rest of the
columns.

In the Domain column, select the appropriate MRD.

In the appropriate column, select a skill group and a Route valid for the selected agent and
MRD.

You can specify the agent multiple times, each with a different MRD selection.

Queue to Agent Expression

In this mode of the Queue to Agent node, the agent identity is determined by the queue to agent
expression at runtime.

Since the agent and MRD are not known until script execution time, you need some way of
selecting an appropriate skill group and route. To accomplish this, pick an enterprise skill group.
Ensure the enterprise skill group includes appropriate skill groups to cover all MRD cases for
that agent. To select the route, use an enterprise route. Again, ensure that the enterprise route
includes an appropriate collection of routes.

How to Select Multiple Skill Groups and Routes for Different Media by Agent Expression

To select multiple skill groups and routes for different media by agent expression, follow these
steps:

In Script Editor, open the appropriate script in Edit mode.

Select the Queue to Agent node.

Right-click and select Properties to open the Queue to Agent Properties dialog.

Ensure the Queue to Agent type is set to Select using indirect references. If not:

1. Select Change to open the Queue Agent Type dialog.

2. Select Lookup agent references by expression.

3. Click OK to return to the Queue to Agent Properties dialog.

Enter an agent expression (normally task.PreferredAgentID) into the Agent Expression column.
Formula Editor is enabled when the Agent Expression column is selected.

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)