Trying to create a Dynamic Skill View

[TLizotte]

Hi.

I might have the terms incorrect, but here's what 'm looking to do.  Say I have 3 views for skill A, B and C.  It shows me all the agents in Config Manager that are listed there, as it should.  If I do a Dynamic View, it only shows me the names of the currently logged in agents at the time the window is created and adds/deletes as agents log in/out.  Great.

I want the view to update based on the fact the skill has been added to their profile.  Example - Agent Nick answers for Group C and shows there. Occasionally, I will add him to Skill A for an hour or so, and I would like him to appear in the Group A view [b]only[/b] when he is skilled with a 1 or better.  If he isn't skilled, I don't want to see him, regardless of whether he is logged in or out.

Can this be done? And if so how?

Thanks!

[Steve]

Create virtual agent groups for each skill group, then point CC-Pulse to these rather than the skills directly.

VAG_A would have a script like - Skill("A") >1

Then only agents who meet the criteria would be in the group.

[Kevin S]

I tried this using CC Pulse 7.5.100.10, so I know it works in at least that version...

First, use Steve's suggestion to create Virtual Agent Groups for your skills.

Then, On the Virtual Agent Group in the Object pane (within CC Pulse), right click and select "Create Real-Time V/AG Dynamic Membership". When the skill is added, the agent will appear, and when it is removed, they will disappear* from the view.


* The agent will remain in the view for the length of time specified in the option DelayBeforeRemoval, which defaults to 15 seconds.

[TLizotte]

I was actually trying that now.  Where do you modify the DelayBeforeRemoval? I couldn't find that.

[Kevin S]

DelayBeforeRemoval is in the View section of your CC Pulse application object, within Configuration Manager.

If you pull down the "Reporting 7.5 CC Pulse+ Administrator's Guide" from Genesys Support (or whichever version of CCPulse you are running). It will provide information about all the CC Pulse application options.