virtual AgentGroup and filtering

[Peter.Frost@BK]

Hello -
            can someone help me please with virtual AgentGroups? We use virtualQueues with multiple-skill agents as targets in the inbound strategies and for reporting we use agentGroups. Not virtual groups. I want to use virtual agentGroups in order to identify times and stats per every skill. Unfortunately I am not sure if it would be possible to get all the per-skill statistics in CCP and CCA using plain old pairexists() filters. Is there someone out there who uses virtual agentGroups in conjunction with filters to get stats per skill? Are there any limitations or problems that I should be aware of?

                                                                    - PF

P.S. I like this upgraded version. It is very use to use. Thumbs up for whoever thought of it!

[ecki]

Hi Peter,

I am not sure whether I understood you, but basically the setting of Virtual Agent group is setting against skill and skill level or ACD queue.
This means that StatServer will virtually group all agents who complies these criteria.

From reporting point of view Virtual Agent group behaves the same way like ordinary Agent groups, so you can use the same filters as you are already using with ordinarry Agent groups.


e.

[Peter.Frost@BK]

I want to see statistics in CCP for each virtual AgentGroup but I only want to see them for that particular skill. I am concerned that when virtual AgentGroup includes agents with several skills, stats from other skills will be included along. Will PairExists() filter based on an attached data  which will contain the skill that this call was routed to filter out the unwanted data?

[ecki]

Yes you have to use skill filters to see calls related to particular skill only.
VAG is just virtual grouping of agents not calls.