User Community Feedback

Request - When creating a queue that is skill based, add the option to enter the skill which will be associated with these calls.


Use Case - Company has 20 skill based queues and would like to use same basic flow and queue treatment. The caller selects the menu choice and a variable CSQ is set with the queue ID. It is a requirement to check if an agent is available prior to routing to queue. The advanced queue step is used which allows the new CSQ variable to be used, but it then requires a specific skill which cannot be a variable.


Use Case - Same as above, but instead of checking queue, points to Queue Contact step. Same issue - the variable CSQ can be used, but the skill requirement is static. It is possible to add a maximum of 10 skills only. In addition, the variable CSQ requires a relaxion queue, which isn't always the same for the queue assigned in variable CSQ. This relaxation queue should be a variable as well.

Most clients using WxCC are lift and shift from UCCX and this basic configuration element of skill to queue makes some basic moves difficult. Thank you!