Cisco 400-051 Exam

Refer to the exhibit. Assume that all shown agents are available to take a call. Which agent will receive the call when a select resource step is triggered in the script for the Customer Service CSQ?

  • A. s1dispatch-PA
  • B. s1dispatch-OH
  • C. the agent that has been idle the longest
  • D. the agent with the shortest handled time
Answer: Option A.
Explanation: 

The Contact Service Queue (CSQ) controls incoming calls by determining where an incoming call should be placed in the queue and to which agent the call is sent.
After you assign an agent to a resource group and assign skills, you need to configure the CSQs.
You assign agents to a CSQ by associating a resource group or by associating all skills of a particular CSQ. Agents in the selected resource group or who have all the selected skills are assigned to the CSQ.
Skills within the CSQ can be ordered. This means, when resources are selected, a comparison is done based on the competency level (highest for “most skilled” and lowest for “least skilled”) of the first skill in the list. If there is a “tie” the next skill within the order is used, and so on.
Reference: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10-0/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10-0_chapter_0111.html#UCCX_TP_C6155D52_00

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