[SOLVED] Searching for a method to dinamically add/remove agents from vq target

[Gef Buneri]

Oh, ok, I see. But I must read the value somewhere, 'cause I have to choose only agents who can be selected. The idea was to change the skill level directly in Genesys Config DB to allow a stored procedure to do the skill scheduling based on the workshifts calendar.

[Tambo]

em i wouldn't advise changing the config DB directly, but that's maybe just me. CME / GA may not update the new value quickly.

can i ask though why are you trying to find a technical fix to something that shouldn't be a telephony issue. Surely agents know when they are going to finish and can go into not ready ?

[Gef Buneri]

Your point is right, but management wants an automatized system to avoid human operation, 'cause in my company it is seen as a point of failure (many times agents forget to logout and receive a call one minute before workshift's end or so).

The only way I can imagine to do this is to create a data base containing a scheduling to change skill, so I can just use a SelectDN on target builded with createskillgroup. On the other side, we are studying a way to set a timer on Siebel integrated CTI phone bar to autoset logout/backoffice or any non frontend state, but siebel dev have got very long sla.

[cavagnaro]

Their schedules are fixed or they vary? What you are asking seems more a WFM task

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[Tambo]

ok so only thing i can think of is you need to assign the same new skills to agents that are on the same shift length.
each of these skills then relate to a ListObject which has the length of shift in it -10 mins,
then you need strategy to look at is total logged in time greater than the amount in the ListObject, if so don't route call.

i hope i've explained correctly

[Tambo]

i do agree with Cav though defo WFM

[Gef Buneri]

Hi, yes Tambo, at this point the only choice I have is through a pre assigned skillbyshift, but this will involve manual work, I fear. And yes, Cav, WFM will be the perfect answer, but it isn't included within the suite we own.

Thank very much to you all for the help, now I'll try a lot to see what I can get out of the hat.

[Gef Buneri]

Hi all... again!

Where do I can find an exhaustive guide on skill expression for urs? I know I can use expressions like "skillname = skilllevel" with operators, but how can I select an agent who have just the "skillname", so what is the syntax to tell "select the agent who have this "skillname", no matter the value"? or select more skillnames, so the expression will be "select all agents with skillname1 or skillname2 or skillname3, etc.", no matter the skill level.


Regards.

[n3vek7]

I'd use " [b]Skill >= 0[/b] " for that... (you need to specify a level)
Or you can use an agent group and not specify a level.

URS Reference Manual could help.

[Gef Buneri]

Thanks n3vek7, I'll try this way. An expression where "skillname1 >= 0 | skillname2 >= 0  | skillname3 >= 0", and so on.


skillname can be a variable? or the real name of the skill is mandatory?

[Tambo]

if the skill level is 0 then they wont get calls routed to them anyway, so would go with skill >0

real skill name should be specified as you are targeting specific agents for a specific reason

[terry]

If agent has no skill then URS assumes that he has it with level 0. Skill>=0 will include all agents including those who are not configured with skill. Either use skill>0 or 8.x URS need to be used where it is possible just to check is agent configured with the skill or not no matter what is skill level

[Janis]

Split target selection in functions SelectDN, SuspendForDN, RouteCall. Check the schedule right before RouteCall when free agent found. Make the agent NotReady if it is too late. Go back to Suspend (or maybe Select).

[Gef Buneri]

Wow, thank to you all!!! great, great help. Think I reached a good point:

- Table with genesys login id (unique, indexed), workshift endhour, group of agent the agent belongs  (unique, indexed)
- Oracle stored procedure to give as @out a cat string of all the selectable agents (login ids)
- Assign to the agent the login id as a skill with value >=1
- selectdn using a var containing the skill expression "loginid1 > 0 | loginidx > 0 | ..."


Done! can be? or am I too crazy?


At this point one last question... actually I use a single IRD var to cat more than 1100 chars, but IRD vars (7.5), has a limit? how can I check it?

[terry]

There is no limits on size of values if string variables.
There is limit on size of string literals used in strategy, something about 1k.