GI2 report to show # calls answered at particular skill level (or by VAG)

[vmc]

Hi guys

In a skills-based routing environment, where we have a VAG based on skill level, a call may be answered by an agent in either

VAG_skillname_level_1

or

VAG_skillname_level_3

Depending on wait time. 

In the Interaction Handling Attempt report the target resource is shown which lists the VAGs above.  However that report shows each individual interaction and not a count.  You also have to filter out that target resource.

Is there an OOB report (one of the Queue ones would be my guess) that already contains the target resource so you could run the report at the Queue level to get the count, then filter on the resource, or has the resource as an input parameter already? 

[Tambo]

Are you saying that you have VQ's built for each skill level rather than just the skill?


Sent from my iPhone using Tapatalk

[vmc]

No, one VQ per skill, but a VAG for each skill level.

The VAGs may be for skill level >=1, >=3, >=6, >=9 or similar.  So a call may be answered when the target is >=1 but by an agent that has a skill level of 6.  That's fine, we're after what was targetted at the time.