Author Topic: WDE search all agents with specific skill  (Read 393 times)

Offline vma

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WDE search all agents with specific skill
« on: May 05, 2020, 10:44:12 PM »
Hi all,
 do you know if it's possible in WDE teamcommuncatior bar to search for a specific skill but instead of listing that skill to display a list of all agents having that skill? I want to be sure
Thanks,
vma

Offline hsujdik

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Re: WDE search all agents with specific skill
« Reply #1 on: May 05, 2020, 11:01:16 PM »
I don't think so... even to customize this, you would need a huge customization replacing the Team Communicator bar with your own controller
Teamcommunicator internally uses a Lucene in-memory database to store the objects for searching and it doesnt store/search the skills assigned to the agents.

Offline cavagnaro

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Re: WDE search all agents with specific skill
« Reply #2 on: May 05, 2020, 11:53:16 PM »
https://docs.genesys.com/Documentation/IW/latest/Dep/EnableCallFeat


According to this you can create a filter for Skill too.


Never used but can try


Quote

Configure the Team Communicator options in the interaction-workspace section of the Workspace Application object (refer to the Team Communicator configuration option reference for a list of Team Communicator options and a description of how to configure them). The value of the teamcommunicator.list-filter-showing option must at least contain AgentGroup and Skill.

Offline vma

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Re: WDE search all agents with specific skill
« Reply #3 on: May 06, 2020, 12:43:26 AM »
Unfortunately this will display a list of skills not of agents that have that skill.

Offline gen_rtfm

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Re: WDE search all agents with specific skill
« Reply #4 on: May 06, 2020, 02:43:38 AM »
A terrible workaround would be to use corporate favorites. Could work if skill assignment is somewhat static though.

Set up a daily job to generate an xml listing all the agents and using the category assignment for each entry to signify which skills they have.

That way you can see agents with skill x by looking at the category x in the corporate favorites in team communicator.

Not sure though if you can search by category... I think not.

As I said; probably terrible.

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