Closing Flag and Closing Id Logic in Skills based Strategy

[linalf]

Hi,

I have following requirements:

1.Closing Flag logic to be implemented in the strategy. The strategy is skills based and it targets Virtual agent group.So agents from more than a site can be targetted.
During Severity 1 issues,We close a site using closing flag set in the list objects in CME ,which can be set to 0 or 1 (0 is open and 1 closed). But how can we impement in skills strategy using VAG where agents irrespective of site is selected?

2.Closing Id: During emergency situations like fire alarm,agents leave their seats ,while they are still logged in and site support people uses closing Id to login an agent .There is special DN configured in switch which is recognized by Genesys and considers that site as closed and no calls will go there. How can this concept be implemented in skills strategy based on VAG?

Appreciate all your thoughts.. please pour in with your ideas...Help me out guyz..

Thanks,
Lin

[S]

We do exactly like this here. however, couple of questions...

1. Closing logic or rather I should say, VAG issue. If you are assigning skills to advisors, are you confining them to a site or different sites. If more than one site, then your strategy should target this group of skilled advisors, like "TestSkill >= 1  &  TestSkill <= 10", which would target advisors from level 1 - 10. this is clearly documented in skilled based routing strategies documentation. Another option would be to create a Agent group with these advisors... In either case, if the advisors in one site are not available, then they will not targeted and advisors from other sites will be targeted... For this I would think the list object flag is not necessary, but then its just a suggestion, not sure what other reasons it has in background.

2. Apart from the Special DN on the switch, have a special Agent login into that DN. Create a Special AGent Group for it and then check initially for its Logged-in status of advisor in Routing strategy  before routing any calls to that site or a particular group of agents.

Hope this helps

[kubikle]

One way to do it (although not perfect) - split every VAG into set of smaller ones miniVAGs (one per site) by adding one more skill to every agent that will mean his sites. Selection blocks in strategy will contains instead of one VAG all miniVAGs. On every miniVAG in strategy some conditon (like value from list object and/or some statistic - including readiness of special Agent) can be imposed that will make it close or open for routing.