CCX Express CSQ Limit

Question

I'm currently working through a call center application. Customer has 15-20 different clients that they handle calls for, and each client has between 1-5 options they can choose from when calling in. This gives 40+ total 'skills' that my customers wants to be able to manage.
For example, my current configured skills look like ClientA_Sales, ClientA_Service, ClientA_Accounting, ClientB_Sales, ClientB_Service, ClientC_Bookkeeping, etc. This was easy enough to assign certain agents/resources the necessary skills (agent1 has all skills assigned, agent2 has all ClientB skills assigned, etc).
My problem is that the customer is requiring the ability to finely control which calls a particular resources receives, to the point where they might want an agent to receive only ClientA_Sales calls, and another agent to receive all calls EXCEPT ClientB_Service.
To accomodate this, I created a CSQ for each skill I had created, so I have 40 skills and 40 CSQ's. The problem comes in because having one resource associated with more than 25 CSQ's is unsupported and returns an error.
My customer is essentially demanding the ability to pick and choose down to the individual skill, while having some resources able to handle every possible call (40 options). I don't see how this is possible with CCX 25 CSQ limitation, while retaining the granularity they want.
Any ideas on a different design that does what they want, or is CCX just not the platform for their needs?

Answer 1

I have been down this exact road with a customer before. In their case they had nearly a hundred customers but the call really only routed to a half dozen or so different pools of agents based on the service that customer had purchased.
I was able to write the customer information to the Enterprise Data CallVariable1-10 fields that are stored to the CCDR in db_cra. That allowed the customer to build custom reports that filtered per-customer. We also showed this to the agent in CAD so they knew how to greet the caller.
The scripts were set to choose the skill/CSQ for the most appropriate pool of agents based on the customer (each customer had their own toll-free number and thus their own trigger).
We created 10 or so "floating" skills/queues that supervisors could assign a few agents to as-needed. We had a database that could map a floating CSQ to a particular customer and IVR choice (e.g. ClientA, Sales). The script was built to check the database while in the Queued branch of the Select Resource step. If a floating CSQ was found the script would simultaneously queue the call against that second CSQ. This allowed them to build temporary one-off configurations (e.g. new hire who needs to learn one customer at a time). Again, this required custom reporting.
That was the closest I was able to get it to what they wanted. These tricks only work for voice, not email or chat. If the customer demands separate skills/CSQs for all 40 clients they're beyond the ability of CCX. When I hit this the customer looked at UCCE and even I3 CIC to see if they could find another solution instead. They couldn't and ended up finishing the project with CCX.
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