Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: S2H on March 25, 2015, 01:44:46 PM

Title: current skill of agent
Post by: S2H on March 25, 2015, 01:44:46 PM: Hi,
How to get the current skill of the agent in ccpulse. Thanks in advance.
Title: Re: current skill of agent
Post by: Adam G 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.... :)
Title: Re: current skill of agent
Post by: S2H 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.
Title: Re: current skill of agent
Post by: cavagnaro 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?
Title: Re: current skill of agent
Post by: S2H 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
Title: Re: current skill of agent
Post by: Adam G 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... ???
Title: Re: current skill of agent
Post by: S2H 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.
Title: Re: current skill of agent
Post by: Kubig 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?
Title: Re: current skill of agent
Post by: Adam G 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]

???
Title: Re: current skill of agent
Post by: S2H 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.
Title: Re: current skill of agent
Post by: Adam G 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...

?
Title: Re: current skill of agent
Post by: S2H on April 05, 2015, 10:00:19 AM: I need the skill of the agent to be displayed in the ccpulse view...
Title: Re: current skill of agent
Post by: Adam G 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]