Build one CSQ at a time with SLA targets, priority, skill/RG selection, and hold treatment. Get a complete CSQ config plus the script-side Select Resource step sample.
A CSQ isn't just a routing object — it carries the service-level target, the priority, the skill selection, and the hold treatment playlist. Most deployments set these five times across five CSQs with no consistency, so the reports are meaningless. This tool emits a single clean CSQ spec based on your SLA and expected call volume, with staffing estimate derived from Erlang-C math.
Define your CSQ, click Generate CSQ.
Priority + selection rule + SLA target.
Select Resource step references the CSQ; hold treatment lives in the script.
CUCM CTI Route Point points at the UCCX trigger DN; the trigger runs the script.
UCCX enforces your service-level target only in reports — it doesn't auto-scale agents. Hit 80/20 or not is entirely a function of how many agents are logged in vs call volume. Erlang-C math gives you the required agent count for your target: at 60 calls/hour, 240s AHT, targeting 80/20, you need about 7 concurrent agents. If you staff 5, your actual SLA will be ~50%, not 80%.
The biggest operational mistake is staffing based on "enough for average" — you want "enough for peak." Run your UCCX historical reports for 30 days, extract the 95th percentile of hourly call volume + AHT, and staff for that. The math won't accept you staffing for the median; you'll hit SLA only during the bottom half of hours and miss the top half.
Callback is the cheat code. If the queue backs up past 60s, offer callback — about 40% of callers accept, which drops current queue load enough to meet SLA on remaining callers. Cisco's Courtesy Callback is free in UCCX Premium.
CSQ priority decides. Priority 1 wins over priority 10. Equal-priority CSQs rotate.
Yes — SLA is an attribute, edit in UCCX Admin, takes effect for new calls.
UCCX marks them Not Ready after the configured ring-no-answer timer (default 16s) and requeues.
Use the Simulator in UCCX Admin or make a real call to the trigger DN.
60 calls/hr, 240s AHT, 7 agents, hold music + periodic queue position.
Priority 1, skill-based, minimum Enterprise:10, 10 calls/hr.
After 5pm, callback-only CSQ — record caller info, queue for next-morning callback.
Our UC Modernization Sprint rebuilds your CSQs to match your actual SLA targets + documents them for ops handoff.