Setting Skill Level 0 is Causing Problem

[vivek]

Hi,

We have provided CME access to our supervisors to change skills & skill levels to agent.

In our case skill level must be 1, 3, 5... etc.

Sometimes supervisors set skill level 0 to an agent. This is causing problem in call routing.
Because our strategy doesn't look for 0 skill level - don't ask me to modify the strategy, because business doesn't want 0 skill level.

I was wondering is there any way we can put some sort of filter in CME so that supervisors can not set 0 skill level?

Thanks in advance.

[mark]

Have never heard of this being possible directly in CME, however, you could look at a product (to purchase or build your own) that will give access to do skill changes via another application, but will have a limit on what can be entered.

Failing that, report it. I'm sure that the workforce managers will love the fact that agents are in a state to not take calls because of the managers.

[victor]

Vivek,

unfortunately, I cannot think of a simple way to do it.
My suggestion would be:

1. re-train the supervisor
2. develop a simple application for modifying the skills using GIS or some other Genesys SDK (which costs money)

I am wondering if it is possible to modify operator skills using plain old Genesys ActiveX though...

[Kevin]

You may want to emphasize to the supervisors that Skill = 0 is the same as the user not having the skill at all.
I have used the Skill = 0 in the past to temporarily remove an agent from a Virtual Agent Group, but wanted to keep that skill there so I knew they were to have the skill to begin with.

[tony]

If only you could, it would be easy enough to set the Skill Level required to "<2", meaning either 1 or 0 would do the trick.  However, as Kevin pointed out, most of the time we would use Skill Level 0 to indcate "no skill".

I'd echo what is here and either get the business to realise the implications and not set the Skill Level to 0 - or make a very small change to your Target in the Strategy, to circumvent these "mistakes" being made by the Supervisors.

Tony

[Campfire]

Hi Guys,

Just wanted to know if there is any other problems when an agent's skill set values are set to 0 other than no calls are being routed to that agent?
From historical reporting perspective would be more helpful.

Thanks..

[Adam G]

Hi,

SkillLevel = "0" is a valid integer, the same as "1" - or any other number - it is not "Null".  It's actually what you do with it within your Routing that makes the difference...

If you set a Target as a SkillName @ SkillLevel < "1", it's the same as SkillLevel = "0".
If you set a Target as a SkillName @ SkillLevel <= "1", it will include SkillLevel = "0" and "1".

However, if you set a Target that assumes SkillLevel = "0" actually means "Null", you will run into problems.  For example;

If you design a Strategy which looks for a Target SkillName/SkillLevel which is anything other than (<>) "1" (assuming you are actually trying to get anything higher than "1") - don't forget that it will also include any Agents who have been configured with a SkillName/SkillLevel of "0".  Because "0" is not Null - and it is also not "1".

[Campfire]

Thanks Adamgill that was quite explanatory. I still have a long way to go with the strategy designing since am new with the technology. Will play with it

[Adam G]

Enjoy!