Select Select Subsystems/RmCm/Contact Service Queues from the top menu.
Click the name of the appropriate CSQ
Make sure that the Automatic Work is Enabled.
Change the Wrapup Time to desired period. Note: time is in seconds.
Service Level
Service Level is a metric you can set to compare how many of your calls meet the desired service level. The service level is the maximum number of seconds a call should be in the queue. The Service Level Percentage is the target percentage of call you aim to meet the service level. For example, if you set the Service Level to 20 and the Service Level Percentage to 80. That means your goal is to have 80 percent of your calls answered within 20 seconds of reaching the queue. Note that the 20 seconds don't include any time going through your contact center's menus.
Select Select Subsystems/RmCm/Contact Service Queues from the top menu.
Click the name of the appropriate CSQ
Change the Service Level to the desired number of seconds
Change the Service Level percentage to the desired amount
Minimum Competence
Minimum Competence is lowest level of a skill that an agent must possess to receive a call from this queue. Any agents skilled lower than the CSQ’s minimum competence will not receive calls for that queue. By lowering the minimum competence on the queue, you can enable all of those agents to start getting calls without having to reskill each agent. Likewise, you can increase the minimum competence to automatically stop sending calls from the queue to a group of lower-skilled agents.
Select Select Subsystems/RmCm/Contact Service Queues from the top menu.
Click the name of the appropriate CSQ
Click Next at the bottom of the page.
Change the Minimum Competence Level
If you need further help, please contact the DoIT Help Desk for assistance.
Keywords:
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