Localization - Transfer Interaction using skill targets in Interaction Workspace

[yaredsha]

Hi,

I have successfully configured Interaction Workspace so that Agents can transfer an Interaction by choosing target skills from the drop down list in the Team Communicator window. Now, my problem is that each Agents logs in using his own local language (German, French or Italian). How can I display the "skill names" in he skill target selection drop down list in three different languages based on the Agent's language?

Thanks.

[Kubig]

The drop-down list with skill are developed by you or you mean "standard" search panel in IWS? In both case should be the localization made by .Net FW (Tomers WPF library) - for more information read the dev guide

[yaredsha]

Thank you for your quick reply.
It is the standard drop down list (see image blow).
So what you are saying is that every time the configuration of the list of skills changes (say new skills are added), a new roll-out of the Interaction Workspace is needed?

[img]http://www5.picturepush.com/photo/a/13250428/img/13250428.jpg[/img]

Thank you.

[Kubig]

Not necessary, you can only edit the resource files. But I never tested localization of these fields, so I am not sure about it. Only thing what I know at 100% is that the name of the skill will not be localize by default in IWS.

[René]

Hi,

Interaction Workspace reads skill names from the configuration database so I don't see any possibility how to localize these using IW. The only way how to achieve required is using Corporate Favorites in my opinion by defining skill as an item of Custom Contact type. You will need to use routing strategy then to process transfers correctly.

R.

[Timur Karimov]

Hi there
In general i was agree with Rene, but he missed the one trcik which is somewhat simpler. Yes we need to create a corparate favorites but we also can create different corparate favorites for different agent group. So for accomplished this task we can create different corparate favorites in different languages and assign it with different agent group wich belongs to trully languages.
WBR Tim

[yaredsha]

Thanks guys,

my Idea was exactly what Timur described above and it works. The down side is that all skills in all languages must be evaluated in the Routing procedure. Take for example the Skill "German", you end up having 3 skills each for one language and in our case we have 5 skills x 3 languages = 15 skills that must be evaluated in the Routing procedure instead of evaluating just 5 skills.

Does anyone know if skill has a property of "display name" or something?

[Timur Karimov]

Do you plan to use different level of skill in routing? If no - it's may be possible solution - use pre-defined level of skill as language descriptor instead create the set of copy the skill for different language. 

[yaredsha]

Hi Timur,

what do you mean by "pre-defined" skill level? Can you please explain.

Thank you.

[Timur Karimov]

Well, for example:
You have incoming line for Reception and use Skill_Reception to route call on appointed agent. And you don't use the skill level, so you just have the simple rule "Skill_Reception>0" to found the right agent. Simple and clear, is't?
Well,  let complicate it. Now you need to route German-customer to German-speaking agent, French to French and so on... Ok, let create the "hard coded relation"
and router German by "Skill_Reception=10" rule, French by "Skill_Reception=20" and so on.
Now you still have a simple routing by 1 Skill. You still have simple feature for you supervisor to control their agent by self. And of course you have a new feature to routing call in IWS by Skill with level.
HIH Tim

[yaredsha]

Hi Timur,

thank you for your response.

I don't think your approach is suitable for my case because every skill must also be created in each language so that it is displayed in IWS user interface (see screenshot above). Since every skill must be translated and displayed, you need 3 skills for every list item. Every skill is both the translation and also the skill. Anyways I will go with your first suggestion and will either evaluate all 15 skills (5 for each language) in the Routing Strategy or better I may use a Transaction List that will map all the 15 skills to just 5 language-independent non-displayable skills.

[René]

Hi,

As I wrote in my previous post, you can avoid using multiple skills if you define target skill as CustomContact item. Of course, it's not the best solution and requires IWS transfer routing strategy to support this workaround. But it will save you from using multiple skills for every language...

R.