Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: TLizotte on April 26, 2011, 04:47:24 PM

Title: What Skill did an Agent just answer?
Post by: TLizotte on April 26, 2011, 04:47:24 PM

Next and, hopefully, last question of the day.

How can you display what type of a call a multi-skill agent is currently on?  Example from before Agent Nick can answer Skills A, B & C.  Agent Status Column reads "Call Inbound (00:02:03)" but it doesn't show which Skill the call is.

Is this a Template redo of sorts?

Many thanks for the help.  I'm hitting the User Group in Dallas in a few weeks and hope to get other questions answered.  Thansk again!

Title: Re: What Skill did an Agent just answer?
Post by: Kevin S on April 26, 2011, 05:53:07 PM

One kludgy way would be to create a filter for your desired skill , the apply that filter on a "Current" type statistic (such as "CurrentTimeCallInbound"). You would need one filter and one column for each skill. This might be OK if you have only a few skills, but gets messy if you have many skills.

Title: Re: What Skill did an Agent just answer?
Post by: Steve on April 27, 2011, 04:40:14 PM

We attach KV_SKILL to every incoming call and then set up Filters in the reporting Stat-Servers -

English= PairExists("KV_SKILL", "ENG")
Welsh= PairExists("KV_SKILL", "WEL")

Then as Kevin says you can filter out each one into different columns. It can be messy but the different users can hide columns they are not interested in. Although the sites may have 20 or 30 different skills, each team only deal with maybe 4 or 5, so the team leaders can hide the majority.

Title: Re: What Skill did an Agent just answer?
Post by: cavagnaro on April 27, 2011, 05:22:45 PM

Other option also messy would be to have number equivalents for your Skills and then use GetMax for example on the custom stat and show that numeric value...although you will have to know the meaning of each numeric value... Or build a formula to do the conversion to Strings