Skillased reporting

[Vic]

Hi, has anyone tried skillased reporting using CCA?
How can it be done?
Thanks!
Vic

[Beancurd]

Hi Vic,

Tell us exactly what you're trying to do and then we'll try and help.

B

[ecki]

Use VirtualAG or filters.

[Vic]

Good point! Sorry about this!

We have agents who have several skills. How can we create a report based on skills per agent group / per agent?

For an agent group, virtual group should do the trick, but what about an agent? Is using filters with Agent report template is the only way to do it? After all, if you have 3000 agents and more than 30 skills, this would kill the statserver!

I know that one of the way would be, selecting what agents will be in the agent report, but, it would then mean that whenever we add a skill to an agent we would need to modify CCA template as well. Obviously, this is not too smart...

Is there another way?

[hynsey]

Hi Vic,
Genesys have told me they intend to have CCA historical reporting with Agent by VAG view availability in their 7.2 release. I'm not sure how far away this is however!

[Vivek]

We have same setup in our call center.

What I do is, when I add a new Virtual Queue (VQ) in CME. I create a layout for that skill. When I use the wizard to create layout, I make sure to select "All agents". In that case I can add or delete this new skill to any agent, the statsserver will automatically collect the stats. Which will provide you less work for you and you need to create layout only one time.

If you sill have issue pls email me I can help you.

Vivek.

[Tony Tillyer]

Hi Vic,

I've pulled together the Genesys cfg_Person Table, the Genesys cfg_Skills Tables, various other cfg_ Tables and the (Brio/Hyperion) Object Table on the Query section of a Report Template produced with the RGAssistant...

...With these as cross eferences in the Brio/Hyperion Query, you can pull out a Skill and report on that, with the internal references resulting in the Agent Names/Extensions/Agent Group etc.

It is a bit sticky but works every time after the intitial setup, as long as your Brio/Hyperion Tables reside on the same dB as your Configuration Tables. If they don't then things get very sticky, as you need 2 .OCE files for the structure of the Report to work.

Hope this helps?

Tony.

[Genady lesov]

Hi,
You need define Virtual Agent Group according to the skill criteria.
After this you can use OOB genesys reports.

[Andy Graham]

Hi,

The only skills based reporting I've done is with the InfoMart product and even then its a bit strange in places.

Regards

Andy

Andy Graham
Koios Associates Ltd

Tel: +44 (0) 1344 778113
Mobile: +44 (0) 7973 571220
email: andy@koiosassociates.com
website: www.koiosassociates.com