current skill of agent

[S2H]

Hi,
How to get the current skill of the agent in ccpulse. Thanks in advance.

[Adam G]

Good question - if you mean "How do you report on which Skill/Skill Level was used to Route an Interaction to a specific Agent in Real-Time Volume Reporting"?

I would very much like to know the answer to this question, too - I'd "Plus 1" it, if I could!

Pretty sure it's not possible though, because that level of detail "Skill Used" is at Interaction Level - not Volume Level.  But I'd be happy to be corrected and shown the way....

[S2H]

Thanks for your reply, i need to know how to display the skill of the agent in the ccpulse reports.

[cavagnaro]

Maybe Attach Skills and use Custom Functions to get attached data displayed?
Also, doesn't Extended Status show them?

[S2H]

Thanks for the reply.... In the extended status pane, it shows the skills. But i want to display it in the ccpulse reports

[Adam G]

I think it's better to understand that the allocation of a Skill for Routing to a Target is not available in Volume Reporting elements.  Volume Reporting may show "All Skills" for an Agent, but the selection of a particular Skill is an element of Routing - not Volume Reporting.

This has always perplexed me about Genesys Routing/Reporting.  You can define a Target out of many things - and Report on them - but, if you have multiple Skill/Skill Level possibilities and the Routing dynamically allocates an Interaction to that, as a Dynamic Target based on Routing Rules, Reporting doesn't or can't reflect the actual Target in that scenario.

Unless there [b]is[/b] a way to do this, I don't know of one...

[S2H]

Thanks for the reply... Can we use custom formulas to display the agent skills in ccpulse reports.

[Kubig]

All is possible, but it depends on what exactly you want to achieve. CCP+ uses VBS where you can do almost everything what you can imagine. What is your goal exactly?

[Adam G]

[url=http://www.sggu.com/smf/index.php/topic,6785.msg29573.html#msg29573]http://www.sggu.com/smf/index.php/topic,6785.msg29573.html#msg29573[/url]

[S2H]

I have verified the thread that has been suggested by you, but i want to use custom functions to display all the skills that an agent have. I just got an idea, to use for loop in the custom functions. But i need some help, how to build it.

[Adam G]

When you say "display" - where do you mean, exactly?

As already mentioned, the Extended Status window (bottom left, after you right-click select the Option to display for an Agent) shows Skills...

?

[S2H]

I need the skill of the agent to be displayed in the ccpulse view...

[Adam G]

Do you mean you want a CCPulse+ View that contains Skills as Objects?  When I say Objects - I mean like a View with an Agent, Agent Group, Queue, Route Point, etc..?

CCPulse does not provide Skills as Objects to be able to formulate such a View.

"Pulse" probably does...

[url=http://docs.genesys.com/Documentation/EZP/8.5.1/Deploy/Pulse]http://docs.genesys.com/Documentation/EZP/8.5.1/Deploy/Pulse
[/url]