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Cisco Bug: CSCvi01435 - UCCX:"Most skilled" RSC is not working when agents are in both voice & nonvoice csq

Last Modified

Sep 20, 2019

Products (3)

  • Cisco Unified Contact Center Express
  • Cisco Unified IP Interactive Voice Response (IVR) 11.6(1)
  • Cisco Unified Contact Center Express 11.6(1)

Known Affected Releases


Description (partial)

UCCX is not offering the voice call to the highest skilled agent when using the selection criteria "most skilled"

When a resource (Agent/Supervisor) is part of the CSQ which had a mix of Voice and Non-Voice agents. And in such a case, when a Non Voice Agent in that CSQ handles and completes a chat session, he is put back to the end of the Voice ARL
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