4-25
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 4 Provisioning Cisco Unified CCX
Creating, Modifying, and Deleting CSQs
Note For an example of using skill order and weight to determine agent competency
level, see “Resource Pool Selection Criteria: Between Skills and Groups” section
on page 4-32.
The maximum number of CSQs in the system depends on the type of server on
which the engine is running. For example, in Cisco CRS Release 4.x, the
following numbers apply:
• MCS-7845 (or equivalent platform): 150 CSQs
• All other platforms: 25 CSQs
For more information, see the Unified CCX Data Sheets at
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_literature.html.
Each agent can belong to up to 25 CSQs. To ensure that agents are not assigned
to more than 25 CSQs, click the Resources hyperlink in the RmCm Configuration
web page, and select the Open Resources Summary Report hyperlink. The
report opens, listing each agent and the number of CSQs to which the agent
belongs. If the agent belongs to more than 25 CSQs, modify the CSQ's resource
pool or modify the skills to which the agent is assigned.
Note With the Unified CCXStandard package, each agent can be assigned to only one
CSQ.
This section describes the following procedures:
• Creating a CSQ, page 4-26
• Modifying an Existing CSQ, page 4-31
• Deleting a CSQ, page 4-31
• Resource Pool Selection Criteria: Between Skills and Groups, page 4-32
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