Skills-based Routing

[Lin Alphonse]

We are going to implement Skills based Routing. So I would like to know the impacts on Reporting specially,CCAnalyzer. What configurations are required in DMA to generate skill reports? Any Out-of box reports available from Genesys? Any specific documentations available regarding the above mentioned Queries??

[CTIgem]

Reporting reference manual shows how.

[tony]

A couple of things;

[b]Don't implement your solution for SBR until you have fully scoped your business reporting requirements[/b] and factored them in to your attached items.  -- It is one thing to get the right call to the right skill/skill level first time around but it is different altogether to be able to report those facts!

What set up do you have? Brio or Hyperion?  RGA exists but how much use it is depends on your deployment for SBR.

I have found that pure SBR can be very difficult to report on, effectively.  Honestly, I would take advice (PS) from Genesys as part of your implementation resource plan...

If you want to go it alone, you'd need to define quite a bit for us to help you out.  If you have the time to run through what your plan for SBR is, then maybe we can run it past a few of us...

Tony



[quote author=Lin Alphonse link=topic=2387.msg8914#msg8914 date=1185989093]
We are going to implement Skills based Routing. So I would like to know the impacts on Reporting specially,CCAnalyzer. What configurations are required in DMA to generate skill reports? Any Out-of box reports available from Genesys? Any specific documentations available regarding the above mentioned Queries??
[/quote]

[Kim Holden]

Lin -

SBR (skill-based routing) is a great feature and I urge you to use it. Having said that I implore you to look into your requirements and define every object that your report needs to cover. Will you see skill as performance measure or will it be seen as a unit?

If you are going to use skill as a performance measure you are in for a long talk with Genesys PS. Genesys SBR should be treated like an individual unit. You will get all the stats of agent group and if this is the only thing that your reporting needs are, there is not much else to do.

If you are dealing with multiskilled agents and you are planning on breaking skills into routing and reporting categories then the best way to proceed is to state what your report needs to reflect. Will you be using meta-data?