" /> current skill of agent - Genesys CTI User Forum

Author Topic: current skill of agent  (Read 10486 times)

Offline S2H

  • Jr. Member
  • **
  • Posts: 56
  • Karma: -5
current skill of agent
« on: March 25, 2015, 01:44:46 PM »
Advertisement
Hi,
How to get the current skill of the agent in ccpulse. Thanks in advance.

Adam G

  • Guest
Re: current skill of agent
« Reply #1 on: March 26, 2015, 12:09:27 AM »
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.... :)

Offline S2H

  • Jr. Member
  • **
  • Posts: 56
  • Karma: -5
Re: current skill of agent
« Reply #2 on: March 26, 2015, 02:22:46 PM »
Thanks for your reply, i need to know how to display the skill of the agent in the ccpulse reports.

Offline cavagnaro

  • Administrator
  • Hero Member
  • *****
  • Posts: 7641
  • Karma: 56330
Re: current skill of agent
« Reply #3 on: March 26, 2015, 04:01:01 PM »
Maybe Attach Skills and use Custom Functions to get attached data displayed?
Also, doesn't Extended Status show them?

Offline S2H

  • Jr. Member
  • **
  • Posts: 56
  • Karma: -5
Re: current skill of agent
« Reply #4 on: March 27, 2015, 07:38:18 AM »
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

  • Guest
Re: current skill of agent
« Reply #5 on: March 28, 2015, 01:21:33 PM »
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... ???
« Last Edit: March 30, 2015, 07:34:52 AM by adamgill »

Offline S2H

  • Jr. Member
  • **
  • Posts: 56
  • Karma: -5
Re: current skill of agent
« Reply #6 on: March 30, 2015, 07:14:09 AM »
Thanks for the reply... Can we use custom formulas to display the agent skills in ccpulse reports.

Offline Kubig

  • Hero Member
  • *****
  • Posts: 2755
  • Karma: 44
Re: current skill of agent
« Reply #7 on: March 30, 2015, 07:36:19 AM »
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

  • Guest
Re: current skill of agent
« Reply #8 on: March 30, 2015, 07:37:56 AM »
[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]

???

Offline S2H

  • Jr. Member
  • **
  • Posts: 56
  • Karma: -5
Re: current skill of agent
« Reply #9 on: April 04, 2015, 02:28:40 PM »
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

  • Guest
Re: current skill of agent
« Reply #10 on: April 05, 2015, 07:27:55 AM »
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...

?

Offline S2H

  • Jr. Member
  • **
  • Posts: 56
  • Karma: -5
Re: current skill of agent
« Reply #11 on: April 05, 2015, 10:00:19 AM »
I need the skill of the agent to be displayed in the ccpulse view...

Adam G

  • Guest
Re: current skill of agent
« Reply #12 on: April 05, 2015, 10:10:18 AM »
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]


« Last Edit: April 05, 2015, 10:12:23 AM by adamgill »