Can I obtain info about agent group where agent is in? (IRD 7.5 URS 7.5)

[Gef Buneri]

Hi all, hope all fine out there

I use the function GetSkillInGroup leaving AG argument empty to select all agents qith a specific skill; all works fine.


I'm asking if after the GetSkillInGroup I can obtain the original GA name where the agent selected by SelectDN belongs.


Best regards,


Gef.

[Tambo]

can i ask why you don't want to use it in the first function ? if an agent has a skill surely you would have a VAG for it?

[Gef Buneri]

Hi Tambo, thanks for the interest. Agents are distributed to many Agent Groups, the function uses as a target a concatenation of all agents with a specific skill set, wherever they are. Or maybe I just have not understood your clue

[Tambo]

hey Gef, so you have VAG's of for example......
VAG1 = skillA + skillB
VAG2 = skillA + skillC
etc

you in your routing have targeted skillA but afetr selection of the agent who has the skill want to know what VAG he came from?

if so, why would you need to know? you're targeting the skill why the need for the VAG?

if not can you advise?

[Gef Buneri]

You got the point. I need it 'cause the customer uses that name for reporting on agent groups (they use VQ reporting too, but asking to mantain the info), 'cause resources selected for routing belongs to different outsourcers too and the association between agent and agent group, changes often. Add to this that customer can't see (due to laws on remote control of agents) the Agent ID who managed a call (so you can link a specific call to a specific agent).

[Tambo]

is it possible for the agent to be in more than 1 VAG at a time? and can that targeted skill be in each of those?

[Gef Buneri]

No, usually AG assignation is univoque, but he's often moved.

[Tambo]

ok, so surely after agent has been selected you can attach his VAG as it's the only one he will be in, no?

[Gef Buneri]

The point is I do not know where the selected agent is, inside the ird appication, at the moment the SelectDN creates the target. I just argument with stat server and skill expression, and the function creates a target without the VAG information; then I use that var to route, but the var contains just a string made by agent login concatenation.

[Tambo]

what info is in ROUTING_TARGET table in GIM ? what's being collected?

[terry]

As target for URS is provided as raw skill expression it will not automatically provide any binding o agent with VAG.
Belonging of agent to VAG in 7.x can be checked probably only with GetSkillInGroup/ExpandGroup functions but you need to know VAG name in advance for that.
To check belonging of agent to arbitrary agent group you will need 8.1.4 URS and use something like function ExpandAgent - it will return list of all agents groups agents belongs to.

[Gef Buneri]

Thanks Terry, me too fear it's an urs version limit. I'll try the expand group just to be sure.