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Collaboration, Voice & AV · Intermediate

Contact Service Queue (CSQ)

A UCCX queue that holds contacts and selects agents based on resource skills or resource groups.

Definition

Each CSQ defines a resource selection criterion such as longest available, most handled contacts or most skilled, and the required skills and competency levels. Scripts place calls into CSQs, and agents with matching skills receive them. Reports such as CSQ activity measure service levels.

Example

The Spanish-Billing CSQ requires agents with Spanish competency 5 or higher and Billing skill.

Exam tip

CSQ selection criteria determine which agent gets a call; skills are assigned to resources.

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