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.

Similar Messages

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.

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.

Policy Based Routing question...

We have 4 remote sites, all connecting back to the main site's router via frame relay. On the main router, each branches network is coming in on serial subinterfaces. I should also include that each branch has no less than 4 networks (LANs) each inside.
I need to write a PBR instruction set on the main router that would send traffic from one specific network in each branch to e1/0 interface of the main router. But I need all of the other traffic to use the default route table to the e0/0 interface. First, can I use PBR on subinterfaces? If so, how would the PBR statements look in the main router after:
access-list 1 permit ip xxx.xxx.xxx.xxx
route-map branch1 permit 10
match ip address 1
set next-hop ethernet 1/0
Thanks for any help,
m~

Hi,
You can apply PBR to sub-interfaces and your config above should do it except for one thing: specify a next-hop IP address with the 'set next-hop ethernet 1/0' that points to the router which you use to reach the required destination. If you don't do this, your main router will ARP for every destination address on Eth1/0 which is not actually desirable.
HTH\,
Paresh

ASA 5505 interface based routing?

Hi,
I got an ASA 5505 in my lab and got it working fine with one IP and various NAT and other scenarios (I'm currently refreshing my skills after a longer break on the job).
Now, from my ISP I can get up to 5 public IPs. However, those IPs are assigned via DHCP and they are pretty random and not all in the same subnet. For testing, I created an interface outside2 on e0/1 and connected that to one of the ports of the cable gateway. The interface does get an IP and INCOMING packets go to the right place via static PAT, BUT the replies don't arrive at the client. I strongly suspect that the ASA is sending the reply packets through the other public IP on outside (e0/0) which would make sense because that's where the default route points.
Is it possible to configure some kind of interface base routing, i.e. if a packet comes in via outside2, the corresponsing reply goes through outside2 and through the gateway outside2 receives via DHCP?
-Stefan

Hi Stefan,
As I understand the traffic is coming in from outside2 going to a host-A behind the ASA.
Host-A will reply back, but this traffic will exit out through the outside 0/0 interface since there is where you have configured the default gateway.
In order to send the replies to client over outside2, you need to setup specific routes on the ASA through outside2 interface.
Also remember that ASA doesn´t support Policy Based Routing(PRB), because ASA routes the traffic based on destination:
http://www.cisco.com/c/en/us/td/docs/security/asa/asa82/configuration/guide/config/route_static.html#wp1121567
Harvey.
Please rate if this is the correct answer.

Policy based routing on VRF interfaces to route traffic through TE Tunnel

Hi All,
Is there a method to do policy based routing on VRF interfaces and route data traffic through one TE tunnel and non-data traffic through another TE tunnel.
The tunnel is already build up with these below config
interface Tunnel25
ip unnumbered Loopback0
tunnel destination 10.250.16.250
tunnel mode mpls traffic-eng
tunnel mpls traffic-eng path-option 10 explicit name test
ip explicit-path name test enable
next-address x.x.x.x
next-address y.y.y.y
router ospf 1
mpls traffic-eng router-id Loopback0
mpls traffic-eng area 0
mpls traffic-eng tunnels
nterface GigabitEthernet5/2
mpls traffic-eng tunnels
mpls ip
Is there additional config needed to work ,also in the destination end for the return traffic,we want to use the normal PATH --I mean non TE tunnel.
We tested with the above scenario,but couldn't able to reach the destination.Meantime we had a question,when the packet uses the policy map while ingress,it may not know the associatuion with VRF(Is that right? --If so ,how to make it happen)
Any help would be really appreciated
Thanks
Regards
Anantha Subramanian Natarajan

hi Anantha!
I might not be the right person to comment on your first question. I have not configured MVPNs yet and not very confertable with the topic.
But I am sure that if you read through the CBTS doc thoroughly, you might be able to derive the answer yourself. One thing I notice is that " a Tunnel will be selected regularly according to the routing process (even isf it is cbts enabled). From the tunnels selected using the regular best path selection, the traffic is mapped to a perticular tunnel in the group if specific class is mapped to that tunnel.
So a master tunnel can be the only tunnel between the 2 devices over which the routing (bgp next hops) are exchanged and all other tunnels can be members of this tunnel. So your RPF might not fail.
You might have to explore on this a bit more and read about the co-existance of multicast and TE. This will be the same as that.
For your second question, the answer would be easy :
If you want a specific eompls cust to take a particular tunnel/path, just create a seperate pair of loopbacks on the PEs. Make the loopback learnt on the remote PE through the tunnel/path that you want the eompls to take. Then establish the xconnect with this loopback. I am assuming that your question is that a particular eompls session should take a particular path.
If you meant that certain traffic from the same eompls session take a different path/tunnel, then CBTS will work.
Regards,
Niranjan

Introduce second default gateway into policy-based routing and optimization

Questions:
1) How to get the second PBR_DEFAULT_GATEWAY address 10.20.20.3 into the policy-based routing for redundancy?
2) Any optimizations as more and more traffic (policy-based routed and otherwise) goes through interface Gi1/0/1?
Address range A.B.0.0/16 represents assigned Internet-routable addresses.
Network also uses 10.0.0.0/8, 172.16.0.0/20, 192.168.0.0/16.
DEFAULT_GATEWAY router participates in OSPF and injects the default routes 0.0.0.0/0 10.10.10.1 and 0.0.0.0/0 10.20.20.1 into OSPF.
PBR_DEFAULT_GATEWAY router participates in OSPF but filters out default routes injected by DEFAULT_GATEWAY router.
ROUTER_A participates in OSPF and receives default routes injected by DEFAULT_GATEWAY router.
ROUTER_A contains the attached policy-routing configuration that allows the subnet A.B.30.0/24 to route anywhere on the network and uses PBR_DEFAULT_GATEWAY as the way out.

Ok I will see if I can run out to work and try this today..
After thinking about this, If I need to get to local ip addresses (192.168.1.0 and 192.168.128.0), I might have to change my route map to include those ranges in an ACL, then assign the 172.20.200.1 as the gateway to get to those networks, with the last statement being the traffic to be sent out the firewall
for instance
# Access to one of my local networks
access-list 101 permit ip 172.20.200.0 0.0.0.255 192.168.1.0 0.0.0.255
# Send Internet traffic to ASA/PIX
access-list 172 permit ip 172.20.200.0 0.0.0.255 any
route-map pix-172-20-200 permit 10
match ip address 101
set ip next-hop 172.20.200.1
route-map pix-172-20-200 permit 20
match ip address 172
set ip next-hop 172.20.200.2
and so on?
I know I need to be in front of my switch to test the change from set ip default next-hop to set ip next-hop...
I wantto make sure I can still get to the local networks I need to get to.
I appreciate all your help, and I will test this later on today..
Thanks
Don Hickey

UCCX 7 Agent Based Routing - Best Approach

Hello all,
Our agent phones have two lines. The first line is the contact centre agent number and the second line is the agent's personal DDI.
I am trying to work out the best approach to deal with calls coming in on the DDI line as I would like these to be part of the contact centre too and be able to report on call activity here. My initial thoughts are that a call will come into the DDI and if the agent is not available then it will be transfered to the CSQ for that agent.
Would it be better for the DDI line to have a "call foward all" set to the CSQ trigger and then use some enterprise parameter to see the original called number, do a lookup and send this call to the agent whose DDI it is? I'm just wondering how this is achieved programatically? Or would a better approach be for all of the agent DDI numbers to be triggers for the UCCX application? This leads to the question how many triggers can an application have?
Thanks,

This is always a sticky topic. Both of your ideas are possible and there isn't really a "best" option IMO.
If you create a trigger and have agents CFA their lines to it, then it is only a single trigger in CCX to configure.
Agents can turn this off by disabling CFA. This could be good or bad though.
CCX would need to handle redirecting the call to VM if reaching the agent fails.
You remove the ability for the agent to even see the call (call waiting) since the busy trigger is set to one on their ICD line. Their only indication someone called would be if they leave a voicemail.
There is no documented limit of triggers per application.
Agents cannot turn this on/off.
Everything else would be the same as option one.
You can do this either with a Call Consult Transfer step or attempt an agent-based routing with the Select Resource step. For reporting reasons you would want to use Select Resource though. This also means the agent cannot answer calls at all unless they are logged in to CAD though.
Also, you could choose to route to a CSQ instead of the agent's voicemail in any of these scenarios if you wanted. CCX cannot queue callers to a specific agent and CSQs don't scale well enough to have one per agent. This somewhat depends on who is calling though. A menu option with choices works well: Press one for voicemail or two to speak with another representative."
Lastly, another scenario might be to create an IVR with a "dial by extension" concept where the customers know the extension of who they are reaching and not the direct line number. CCX could do agent-based routing as discussed above there. The advantage is that their direct line would remain untouched. This only works if they would refrain from giving that number out though.

Does icmp redirect work with policy based route

Setup:
R1 and R2 on same ip net.
On R1 policy based route is configured with R2 as next hop.
Will R1 send icmp redirect (to use R2 instead) to those hosts that match the policy based routing ?
Thanks.
Gert Schaarup

HI Gert,
The answer to your question is yes. I have verified this in a lab previously. As long as all the conditions for ICMP redirect have been met (source address on same net, best gateway on same net) then ICMP redirects are sent regardless of whether PBR or normal routing is being used.
Hope that helps - pls rate the post if it does.
Paresh

Sender SMTP Adapter / Content Based Routing / Mapping of an attachement

Hi all,
I'm still working on my SMTP --> PI --> Proxy scenario (asynchronous). I've tried several different properties of my sender communication channel (type = mail), but I didn't find the correct configuration. Hopefully it exists.
I'm working with PI 7.0 SP10.
I get an inbound message via Mail using sender SOAP Adapter. The message payload itself is an attachement. Now I'd like to do the following:
a) Content Based Routing in Receiver Determination based on the message subject
b) Mapping of the Attachement XML message to my inbound proxy interface
Now, trying to do so, I didn't get it work. When I use XIPAYLOAD with keep attachements, I get two attachements in my inbound message (one in XI mail package format having the subject within, one with the IDoc structure I'd like to map). How can I assign the second attachement to be used for my message mapping?
When I use XIALL instead of XIPAYLOAD, I think the mapping will work but my subject for content based routing will be lost, right? That one I didn't get running because of another failure, so I don't know the exact behaviour of the adapter for that configuration.
Anybody out there who know the correct configuration for the sender mail adapter for my small scenario above?
BR
Holger

Hi Stefan,
sorry for misunderstanding, for sure I'm using the mail adapter, not the SOAP Adapter. I'm actually on the same direction. I'm using XIPAYLOAD as message protocoll (having the attachement as the content for the mapping --> correct). Furthermore I've also found the predefined context objects for the content based routing receiver determination.
What I missed was setting the following properties in the communication channel:
To store adapter attributes in the message header of the XI message, set the Set Adapter-Specific Message Attributes indicator.
The following attributes are added to the XI message header if the sender makes them available, and if the Variable Transport Binding indicator is set.
Now it's working
BR
Holger

Any solutions for URL based routing

Hi,
I have an ASA 5505 that has 2 route (1 route connecting to MPLS VPN to HK branch office and 1 route connecting to Internet service provider). As you know, ISP in China blocking many web sites (such as facebook, youtube or etc.). So , I would like to route the traffic when the user in China office would like to browse facebook.com or youtube.com to HK ASA and egress to the internet by NAT. However, all other traffic remain to route to ISP in China, so that the Internet traffic in HK office will not be overload and the user in China can browse facebook.com or youtube.com.
I have researched a topic of regular expression with Modular Policy Framework (MPF). I expected that if the ASA can match the traffic, I can set next hop to HK office's ASA. However, this feature does not support https so that my expectation failed. Because the login page and sometime these web site using https for encryption. I hope URL based routing work on both http and https can work.
Do anyone have any solutions to resolve this situation? Please kindly provide it to me. I would appreiciate it if you could also provide configuration example with commands. I look forward to hearing from anyone soon. Thank you.
Regards,
Lapson Wong

What you are trying to do is policy-based routing which is not supported on the ASA. MPF is used only for inspection and QoS type serverices.
If using a proxy is not an option, you would need to put in a router that would send the desired traffic over the WAN network. another option, though I would not recommend it, is to find all the IPs of facebook, youtube, etc. and add static routes on the ASA pointing out the WAN interface.

Content based Routing?

Hi Forum,
I've looked through the messages regarding content based routing or similar's but the answers did not satisfy my needs. I have an XSLT mapping from a flat file structure to an IDOC. To qualify the receiving system I have to do a database lookup in my XSLT mapping by a Java extension function with combining some of the inputfields. The result of this database lookup is the Receiver System. How can I use this result in the condition Editor for the receiver determination. I can only use here the Nodes from the inputmessage. Are there other ways to have access to a "global Container" where I can store the results from the databaselookup to use them here?
Thanks for you patience
Manfred Schmidt-Voigt

Hi,
If the outbound adapter is a j2ee adapter, you can write a module which performs the lookup in a database or what ever. Then alter the message and add the information looked up.
The easy way would be to add an extra attribute on the root node and add the content of the lookup in this field.
I whould though prefere to use add the information to my root node.
If you are not that keen on adapter development, the send the message into a bpm where you perform a lookup. This could probably be performed useing one of SP13's lookup functions. The BPM should only consist of a recieve and a send step. When sending the message you should be able to perform the routing.
/daniel

Content based routing in PI 7.1?

Hi Guys,
For the normal content based routing in PI 7.1 in the receiver determination step once i select the conditin and in the condition editor to choose the filed, i dont see any interface under the xpath.
I dont have any search help option in the xpath column
any help or suggestions would be appreciated
Thanks,
Raj

Hi Raj,
Try the steps which I am giving below, although it's a workaround and don't know the exact reason why it is failing.
1. Open your Outbound Message Interface (which you are using in your Receiver Determination) in IR, edit it and change the Interface pattern (which is there just below the category "Outbound") to "Stateless (XI30 - Compatible)" , save it activate it.
2. Follow the same step for your Inbound Message Interface. Change the Interface Pattern from "Sateless" to "Stateless (XI30 - Compatible)" .
3. Go to ID. Remove your Outbound and Inbound Message Interface from their respective Business Service/Comp and add it again.
4. Create your your receiver determination again using the Outbound and Inbound MI you have changed.
5. Open condition editor of your receiver determination.You should be able to see your Message Interface and can choose the XPath.
Follow the above steps carefully. It took me an hour to find this workaround. Let me know if it works.
Thanks
Amit

Oracle ESB - Message routing support & content based routing

Hi Friends,
Can anyone please let me know how message routing and content based routing is happening in Oracle ESB.

Check this...
http://docs.oracle.com/cd/E23943_01/dev.1111/e15866/tasks.htm#i1116351
And this...
https://forums.oracle.com/forums/ann.jspa?annID=893

Content based routing and XML with multiple objects

I have some structure:
<contracts>
<contract>
     <department>1</department>
</contract>
<contract>
     <department>1</department>
   </contract>
<contract>
     <department>2</department>
   </contract>
</contracts>
I need to route contract to 2 system based on <department> value:
contracts/department = 1 --> System1
contracts/department = 2 --> System2
Will XI split my XML (based on Content Routing rules in ID) into 2 structures (with departmet=1 and department=2 accordingly) ?
Or I have to perform 1ToN mapping? I don't like it bacause it will be diffucult to monitor hundred of messages.

Alternatively if you donot like 1:n mapping and BPM.
Create two message mappings in the IR
1.Source :<contracts>
<contract>
<department>1</department>
</contract>
<contract>
<department>1</department>
</contract>
<contract>
<department>2</department>
</contract>
</contracts>
Target:
<contracts>
<contract>
<department>1</department>
</contract>
<contract>
<department>1</department>
</contract>
Basically mapping generates a target structure which has only department 1.
2.Same like step1 but the mapping should generate the XML with department = 2.
Once requires steps are done in the ID , do the content based routing in the reciever determination and give the appropraite message mapping in the interface determination.
That should your problem and also you will like doing it as it does not involve any split level mapping..:)

Skills Based Routing Questions

Similar Messages

Maybe you are looking for