IPCC Express Skills Based Routing "Select Skill" feature request.

Let me start by saying that I hope I'm just doing something wrong and that what I'm trying to accomplish is already possible within the existing feature set of IPCC Express. (I'm running 4.5.2) If not, I'd like to start a campaign to get it added as a feature in the next release.
Short version:
A call comes in, and in order to assign skills to the call you must assign the call to a csq that contains the skills required to complete that call. -- Problem arises when number of skills gets large, so must the number of CSQ's. Maintaining all of the agent to CSQ mapping gets very cumbersome.
I'm proposing a new "select skill" step in the CRS developer, which will allow you to assign a skill required to handle a call, rather then have skills required be based on what CSQ the call was put into.
(Long version in an e-mail from me to cisco)
Basically what I'm seeing with the Skills Based Routing feature in IPCC Express is that it still relies heavily on CSQ's to determine the group of agents selected to take a certain call. I can't assign a skill to a calling contact during the call flow in the script editor, instead I have to assign a contact to a CSQ which has certain skills assigned to it.
Let me give you an example as it pertains to my company.
We have 15 Healthcare locations with an average of 7 doctors per location. Each doctor has his or her own specialist that takes appointments and other calls not destined to be terminated by the doctor. Each Specialist is also a Primary backup for 2 other doctors and a secondary backup for the rest.
Currently, if I want to use skills based routing to route a call to one of the Doctors, I have to create a CSQ for each doctor, and add that doctors skill to that CSQ, and then add all of those CSQs to the locations "team".
Furthermore, if I want to add a "bilingual" skill so that each caller has the option to speak to a bilingual rep, it changes the order for the rep selection. Now I have to double the amount of CSQs in the system to have 1 queue for one language and another queue for another language for each doctor.
At 15 locations and averaging 7 docs per location with 2 languages, this requires 210 different CSQs that I have to update on a regular basis because turnover for these specialists is fairly high. Not to mention the fact that Cisco has imposed a "soft limit" of 75 CSQs per server on the 7835.
What I would propose to alleviate this mess would be to add a new step in the CRS editor under "IPCC Express" and call it "Select Skill", where I could assign a skill required to handle a call. This would allow me to create 1 CSQ and have agent selection done based on skill, or a combination of skills. It would also allow me to look across the enterprise for an agent with a particular skill without having to create 105 CSQs with 105 agents per CSQ.
To do this for now I have created a work around, but it's not a very good one because it requires a lot of overhead. I've created a database with all of my agents in it and all of the skills they are qualified for. Then where I would use the 'Select Skill' step I talked about earlier I now use a database dip and select a resource with the skills I require, then do a 'Get Reporting Statistic' to determine if that resource is logged in and available. Then using CRS 4.5.2 I route on resource instead of CSQ. Now the problem with this method, is if the resource is available, but away, or doesn?t answer the phone (because they also have to deal with walk up customers) it sets them not ready and then just sits there waiting for then to go available again. It wont requeue to the next skilled agent unless I dequeue then from the current app and start the process all over again, which in that cause they would loose their place in line.
So that's it in a nutshell, I'm sure it's not the easiest thing to follow.
Let me know if you have any questions.
Jeremy
(end e-mail)

I just want to join you in this request.
Steven Ferland, Bell Canada
P.S.: Please add your name if you agree with Jeremy.

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Skills Based Routing Questions

Hello,
I have a question regarding skills based routing. I am trying to use the algorithm of "Least skilled by order". I am expecting the following:
NY-CSQ
(skills in order)
- Shopping (skill)
- Driving
- Walking
Boston-CSQ
(skills in order)
- Driving (skill)
- Shopping
- Walking
LA-CSQ
(skills in order)
- Walking (skill)
- Shopping
- Driving
Agents
AgentA
- Walking - 1
- Shopping - 2
- Driving - 2
AgentB
- Driving - 1
- Walking - 2
- Shopping - 3
AgentC
- Shopping - 1
- Driving - 2
- Walking - 3
AgentD
- Shopping - 1
- Driving - 2
- Walking - 3
Assuming a call comes in for NY-CSQ and all agents are ready. I'm expecting the call to go to longest available between AgentC and AgentD. Instead, the call goes to AgentA who has the least overall skill.
I cannot find in documentation the difference between "Least skilled", and "Least skilled by order". In this case, assuming that AgentC and/or AgentD are available, I always want the call for NY-CSQ to go to them first based on the order of the skills in the CSQ.
Any thoughts?
Thanks,
Jeff

Refer to CUCCX 7.0(1) Administration guide, pages 7-21 & 7-22.
•Longest Available—Selects the agent who has been in the Available state for the longest amount of time.
•Most Handled Contacts—Selects the agent who has answered the most handled calls.
•Shortest Average Handle Time—Selects the agent who generally spends the least amount of time talking to customers.
•Most Skilled—Used for expert agent call distribution. Selects the agent with the highest total competency level. The total competency level is determined by adding the agent’s competency levels for each of their assigned skills that are also assigned to the CSQ.
–Example 1: If Agent1 is assigned Skill1(5), Skill2(6), and Skill3(7) and CSQ1 specifies Skill1(min=1) and Skill3(min=1), the total competency level for Agent1 for CSQ1 is 12.
–Example 2: If Agent1 is assigned Skill1(5) and Skill2(6) and Skill3(7) and CSQ1 specifies Skill1(min=1), only, the total competency level for Agent1 for CSQ1 is 5.
•Least Skilled—Used for expert agent call distribution. Selects the agent with the lowest total competency level. The total competency level is determined by adding the agent’s competency level in each assigned skill.
•Least Skilled by Weight—Used for expert agent call distribution. Selects the agent with the lowest total competency level multiplied by the skill’s associated weight.
•Most Skilled by Weight— Used for expert agent call distribution. Selects the agent with the highest total competency level multiplied by the skill’s associated weight.
•Most Skilled by Order— Used for expert agent call distribution. Selects the agent with the highest total competency level in the ordered list.
•Least Skilled by Order— Used for expert agent call distribution. Selects the agent with the lowest total competency level in the ordered list.
Note: If two or more agents have equal competency level, then the selection automatically defaults to Longest Available selection criteria.

1 CSQ and Skills based routing

Hello,
I have a quick question regarding 1 csq and skills based routing. We have a customer that wants 10 different numbers pointing to 10 different scripts but would like to have only 1 CSQ since they only have 10 agents to do all of the work.
This may not even be an issue but wanted t make sure before I started scripting.
The first number gets called (lets say HP) and routed to correct script. Call goes thru the script and to the CSQ...the agent has a skill 10 for HP and skill 5 for Cisco and will receive the call . Second number gets called (lets say Cisco) and routed to correct script and dumpted to the same CSQ...another agent has a skill 10 for Cisco and skill 5 for Microsoft...so that agent will recieve the call (?) Can you have multiple skills within 1 CSQ without having any issue? Will these affect the call routing to the agents?Does the script have any bearing on how the resource is selected or does it only send the caller to the CSQ and the skills are what determines which agent is choosen?
I am trying to determine whether I should have ony 1 CSQ (for all 10 scripts) or have different CSQ's for each script. Again they will have about 10 agents fielding all of these calls.
Any suggestions would be appreciated !!
Thank you.

Not really. If a contact at the same priority has been waiting longer in another queue, that other contact will be offered to the agent first. Remember that skill competency levels only apply when there are more resources (agents) available than there are contacts (callers). The RmCm subsystem uses the competency level assignments to determine which of the multiple available resources to choose.
You - I think - are asking the inverse: When I have multiple contacts waiting and a single agent becomes available. In that scenario, the contact waiting the longest across all CSQs that resource is skilled in will be offered first. The RmCm subsystem does not consider competency levels in that scenario, only whether the resource is skilled at all in that CSQ.
If I were the consulting engineer, I would ask questions such as this to stear the conversation.
You have two or more customers waiting. Are both the same priority to the company?
Yes: Why do you want to penalize one customer who has been waiting longer because the person who is capable of helping them isn't the ideal person?
If the employee is not capable of helping them, then they should not be skilled in the CSQ.
If they are capable of helping them, then help whomever has been waiting the longest. Likewise with the second call when another resource eventually becomes available. It may not be the other person's primary skill either; but, if they are in the CSQ, they should be able to help.
In the rare scenario that both calls were really that difficult that both "secondary" people couldn't handle it, let the agents swap the calls manually or call the customer back. If the group is only three or four people, this should be pretty easy by standing up and talking over the cubical wall; or, using IM.
Relax a little and let the ACD subsystem figure out how to find a live body. If you're busy, it isn't as important which live body it is, is it?
No: How can we identify this during IVR? (E.G. "If this is a network down emergency, press one.)
If we can identify a delta in priority of contacts - regardless of CSQ - during IVR, we can then increase their priority to ensure they are answered in a timely fashion.

Overview Skills IPCC express v. 8.5

Hi,
we are using Cisco IPCC express in version 8.5.
Is there any possibility to generate a report / have a list of all the users with their different configured skills?
The only possibility which we found was "Subsystems -> RmCm -> Skills" -> but in this list for the different Skill we only found the user configured for a skill but not with the exact configured skill like 1-10.
Such a report of all the users with their actual configured skills would be extremly helpful.
BR
Michael

Hi Brian,
thank you for your answer.
I just tried this SQL at UCCX server at getting a good output:
run uccx sql db_cra select s.skillname, rsm.competencelevel, r.resourceLoginID, r.extension, r.resourceFirstName, r.ResourceLastName,t.teamname from skill s inner join resourceskillmapping rsm on s.skillid = rsm.skillid inner join resource r on rsm.resourceskillmapid = r.resourceskillmapid join team t on r.assignedteamid = t.teamid where s.active = 't' and r.active = 't' order by s.skillname, competencelevel, resourceloginid
I just tried to use this SQL with a perl script which is perfectly working with CUCM to transfer the output into a CSV-file.
But this perl withc UCCX is not correclty working:
#!/Program Files/Cisco/perl
use strict;
use warnings;
use SOAP::Lite +trace => 'debug';
use Data::Dumper;
use MIME::Base64;
#define variables
my $uccxip;
my $axl_port = "8443";
my $user;
my $password;
my $desc;
my $error_text;
my $sql = "db_cra select s.skillname, rsm.competencelevel, r.resourceLoginID, r.extension, r.resourceFirstName, r.resourceFirstName,t.teamname from skill s inner join resourceskillmapping rsm on s.skillid = rsm.skillid inner join resource r on rsm.resourceskillmapid = r.resourceskillmapid join team t on r.assignedteamid = t.teamid where s.active = 't' and r.active = 't' order by s.skillname, competencelevel, resourceloginid";
#get CUCM IP, username and password
print "Communications Manager IP: ";
$uccxip = <>;
print "AXL Username: ";
$user = <>;
chomp($user);
print "AXL User Password: ";
$password = <>;
chomp($password);
#set up soap
my $cm = new SOAP::Lite
encodingStyle => '',
uri => 'http://www.cisco.com/AXL/API/1.0',
proxy => "https://$uccxip:$axl_port/axl/" ;
#disable certificate check
BEGIN { $ENV{PERL_LWP_SSL_VERIFY_HOSTNAME} = 0 }
#authenticate to CUCM
$cm = Login($cm,"$user","$password");
#axl request
my $axldata = SOAP::Data->name( "sql" => $sql );
my $res = $cm->executeSQLQuery( $axldata );
#show the returned value
my $file = "UCCX_skills.csv";
open(FH, "> $file") or die "\nCan`t open the file $file\n";
unless ($res->fault) {
my( $reply ) = $res->paramsall();
$desc = $reply->{row};
foreach(@$desc) {
print FH "$_->{skillname}\;";
print FH "$_->{competencelevel}\;";
print FH "$_->{resourceLoginID}\;";
print FH "$_->{extension}\;";
print FH "$_->{resourceFirstName}\;";
print FH "$_->{resourceFirstName}\;";
print FH "$_->{teamname}\;";
close(FH);
else
$error_text = $res->faultcode.' '.$res->faultstring."\n";
print $error_text
sub Login
$cm->transport->http_request->header (
'Authorization' => 'Basic ' . encode_base64("$user:$password", ''));
return $cm;
Do you know such perl and why it`s not working correcly with UCCX?
Or is there any other possibilty to get the SQL into a CSV-file?
BR
Michael

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Error:IllegalAccessException
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Content based routing in receiver determination.

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Miten.

ths is what you are looking for
/people/shabarish.vijayakumar/blog/2006/06/07/customise-your-xpath-expressions-in-receiver-determination
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q varchar2(4000);
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IPCC Express Skills Based Routing "Select Skill" feature request.

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