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Offline Scottyjohn

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reporting on skill changes
« on: June 11, 2008, 09:57:48 AM »
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hi all,
is there a way to report on changes to agent skills? I know I can see it in config logs but is. There any way to allow users to access this without going to logs?
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Offline René

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Re: reporting on skill changes
« Reply #1 on: June 11, 2008, 10:29:33 AM »
Hi John,

Yes, it's possible. I can see two ways:

1. Using ICON (Interaction Concentrator) that could be configured to store information about skills assigned to the agents incl. history to a database.
2. Writing own "monitoring" application using Genesys Configuration SDK

René
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Offline Scottyjohn

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Re: reporting on skill changes
« Reply #2 on: June 11, 2008, 12:33:36 PM »
ah I see we are unfortunately running standard cca and dont have the config SDK
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Offline S

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Re: reporting on skill changes
« Reply #3 on: June 11, 2008, 01:36:27 PM »
Unfortunately, config logs are the only ones Genesys have right now. However, they do have some affiliated products they recommend- eg. touchPointe TGCM. this tool is web based and generates reports about the skill changes and more. You may wanna look into it, if interested.
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