Changing in Skills in GA

[wickywick]

Hi all,

I was wondering if anyone knew if it was possible to change agent skills by using XML script.

I am in the process of doing a complete overhaul of my contact center and would like to know if anyone else has done this in the past or if it possible.

Thanks for you assistance.

[cavagnaro]

Executed by what? You could create a software with PSDK and then read your XML file and do what you need

[wickywick]

Thanks for your reply, honestly, I hadn't thought it through that far as to what I was going to use for execution. Wanted to find out if this was possible first.

I will investigate in to SDK tool, we don't currently use it, there were talks about getting the functionality.

On a different path, would you know if there was a universal standard for dropped call %.

[cavagnaro]

Dropped calls? Outbound? No sir, will depend totally on many variables on your environment like type of dialing, dialing power, number of agents ready/not ready, average talk, hour of dialing, filters...etc.

[wickywick]

no problem, thanks for your input cavagnaro, just thought I'd put it out there. We operate in an inbound/outbound environment a fairly large operation with about 400 agents spread throughout the day.

[Adam G.]

There is a CME plugin called Configuration Import Wizard that can be purchased from Genesys that lets you import configuration infomation stored as XML.

W

[Kevin S]

I know there is also the import functionality within GA, but I've only used it with CSV files. Maybe convert the XML to a CSV?

[cavagnaro]

He wants to modifiy not create new objects, as far as I remember the import wont work for duplicated or already existing objects, correct me please if I'm wrong

[Kevin S]

In newer versions (I know it's in 8.1 ) there is the option to import updates to existing objects.