Hi all
I'm registered on the form but can not get my password,
I need to pick some brains and I know you guys have allot of it,
We need to develop a routing strategy for a new customer in SA where we use WFM schedule to route the call to the appropriate agent, this is not a problem however the following turns out to be a bid of a headache,
When we make a target selection we need to check the average handle time of that particular agent against the schedule to determine if this agent will be going on a break within the time this agent would normally handle a call if the AHT is grater than the time this agent will be going on a break then this target should not be considered a target. (Later on in the strategy we ignore this if estimated wait is longer than 20 sec.)
So my problem, to find a way to get the stat out of Infomart (we created a view that will provide us the stat) we do not want to do a database dip as this might slow down the call.
What we have tried so far
First thought was to store the info in Annex but this is not possible for an agent and we would need to develop app to get the data in.
Second attempt was to use Table Access 'cacheable' feature , except ListLookup function only returns yes or no. Best way if I can find another way to access the table
Third we can use web service and update List object on first call but I would use this only as last resort.
I would like to find some standard Genesys way of getting the stat and use it in URS
