Skill Based Routing - Agent group

[Leonxxx86]

Hi,

I need some assistance here please, in DMA the agents group calculate the same data for 2 different skills (agent group), for example, agent1 on Sell skill and agent1 on Buy Skill, when I check the agent group Sell and Buy in DMA, I can see the data is the same for Talk time, hold, ringing...etc
I have set a filter based on call type but no luck as the config in DMA is to calculate at the agent group level, is there a way to calculate the data for the Sell agent group only? thanks

[cavagnaro]

You need to set a filter based on attach data like Service = Buy and Service = Sell that you attach before the Target object on IRD

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[Leonxxx86]

Thanks Cav, how is that different to the call type filter? I think it will be the same, as the DMA config is to calculate the talk time, hold time..etc at the agent group level. It doesn't care what filter I have as long as that agent pick up the call, it calculate the data (talk, hold) for that agent despite which group the agent in.

[catanirex]

Hi,

You need to collect Total calls Inbound with filter=CallTypeA, Total calls Inbound with filter=CallTypeB etc on agent groups in order to get specific call type statistic. This means a lot of extra collection in CCA and usually InfoMart is required when customers requirements are to differentiate individual interactions.

If the agents in the group are the same, all agent group statistic will be excatly the same with just the number of Total calls Inbound. This appplies to all statistic usign statserver (realtime and CCA historical)

[Leonxxx86]

this is helpful, thanks all for your replies