Activity within T-Server Log file

[PFCCWA]

Hello,
We are reviewing our skills and routing structure within the contact centre and one of the proposed changes is to reduce the number of skills.
However we are unsure as to how this will affect call information (answered/abandoned/aht etc) so one question is where does the Activity value come from in the t-server log file?  I'm pretty sure this is the skill within CME..
If we were to reduce for example 4 existing skills into 1, is there a way to capture the call information above through say the DNIS?  If so how would you deal with one skill having multiple DNIS'?  As an example if now have yellowpages/leaflets/internet skills but want to intergrate to 1 skill called marketing, is it still possible to capture number of yellowpages/leaflets and internet calls individually?
Our existing routing strategy matches a value within our CRM to skills in CME before routing to agent - I wonder if this same CRM value can be used to create a filter and capture the required data?
Thanks,
WA

[René]

Hi,

What do you mean by the term "Activity"? Are you talking about Genesys Workforce Management?

Based on your description it seems to me that your current configuration is "1 skill = 1 call type (based on DNIS)". Am I right? If you reduce number of skills you can still count statistics for different call type even these are routed to one skill. However, it may require reconfiguration of your reporting.

--
Today
- DNIS 800 111 111 -> CRM returns call type "YellowPages" -> call marked as type "YellowPages" and routed to skill "YellowPages"
- DNIS 800 222 222 -> CRM returns call type "Leaflets" -> call marked as type "Leaflets" and routed to skill "Leaflets"
- DNIS 800 333 333 -> CRM returns call type "Internet" -> call marked as type "Internet" and routed to skill "Internet"

Future
- DNIS 800 111 111 -> CRM returns call type "YellowPages" -> call marked as type "YellowPages" \
- DNIS 800 222 222 -> CRM returns call type "Leaflets" -> call marked as type "Leaflets"..............-> routed to skill "Marketing"
- DNIS 800 333 333 -> CRM returns call type "Internet" -> call marked as type "Internet"............/
---

Hope it helps you a bit
R.

[PFCCWA]

Hi Rene, thanks for your response.

You have pretty much answered my question.  When I referred to 'activity' it was taken from the t-server log files and wasn't sure where it obtained this value.

Our existing configuration is just as described - 1 skill = 1 call type.  One call type may use more than 1 DNIS but in thinking we required a skill for each call type, multiple unnecessary skills have been created.

Thanks,
WA