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Vic

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CCA skill eporting and customization
« on: January 01, 1970, 12:00:00 AM »
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Hi, everybody,

I was wondering if someone could help me with CCA.
I am interested in creating CCA reports based on agent skills. Is it possible?

What other customized reports do you think are necessary?
What kind of customized reports have you made so far?

Thanks,
Vic

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Grzegorz Ostrowski

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CCA skill eporting and customization
« Reply #1 on: January 01, 1970, 12:00:00 AM »
I have developed similar reports but they are dependent on routing strategy. There is a routing path with associated virtual queue for each skill. So to report for each skill independently I need to get statistics for needed queue.

Grzegorz
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Charly_uk

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CCA skill eporting and customization
« Reply #2 on: January 01, 1970, 12:00:00 AM »
You need to create virtual Agent Groups in the CME. In such a Group you can add Special Skills and Levels.

You can have for example a group containing Agents with a skill of English > 5 but no Spanish. You can also use this groups for Routing and Display in CCP
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Marked as best answer by on Today at 01:57:51 PM

Vic

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CCA skill eporting and customization
« Reply #3 on: January 01, 1970, 12:00:00 AM »
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    • What other reports that Genesys does not have do you think we should make?
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