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Cisco Bug: CSCuo80196 - DOC: Web Chat CSQ Agent selection algorithm

Last Modified

Feb 25, 2019

Products (9)

  • Cisco Unified Contact Center Express
  • Cisco Unified IP Interactive Voice Response (IVR) 10.0(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 10.5(1)
  • Cisco Unified Contact Center Express 10.0(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 9.0(1)
  • Cisco Unified IP Interactive Voice Response (IVR) 9.0(2)
  • Cisco Unified Contact Center Express 9.0(1)
  • Cisco Unified Contact Center Express 10.5(1)
  • Cisco Unified Contact Center Express 9.0(2)

Known Affected Releases

10.0(1) 9.0(1) 9.0(2)

Description (partial)

Symptom:
UCCX 9.0/ 10.0 connected with SocialMinor 

If two or more agents have equal competency level in a Chat CSQ, the selection does not default to Longest Available selection criteria; the Agent that was assigned first to the Skill will keep getting all incoming chats.

This is Working as designed, but the Admin guide (Chat CSQ section) does not mention anything about this behavior:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/configuration/guide/UCCX_BK_U767AC77_00_uccx-admin-guide/UCCX_BK_U767AC77_00_uccx-admin-guide_chapter_010001.html#UCCX_TK_C145D50C_00

Conditions:
If two or more agents have equal competency level in a Chat CSQ
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Bug Details Include

  • Full Description (including symptoms, conditions and workarounds)
  • Status
  • Severity
  • Known Fixed Releases
  • Related Community Discussions
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