Hi, I did not see your messages until now, sorry!
Genesys offers real ime and historical time for skill reporting, agent reporting and VDN/Routing poinqueue reporting.
Genesys skill
eporting still needs to be developed , because it is very hard to monitor statistics per skillgroup. Genesys offers virtual agent group as a way to see statistics for a group of agents with the same skill, but unfortunately, CCP would not show the agents in such a group so you can only see a total resault and cannot tell who is in that group or what is the statistic of that agent. You can fix this problem by creating agent groups based on agent skills, and get all the info you would usually get from CentreVu plus more, but the duplicity is a really painstaking process, requiring hours and hours of wasteful management.
VDN and Agent reporting is excellent. CentreVu does not even come close. The stats can be presented in real time (on change, 5 sec interval, one minute... In other words, you decide how often it is updated) and the graphical representation of the stats is simply unmatched by CentreVu.
You can see the agent state and type of call he is making in both historical and real ime. You can use filters to to focus on a particular state statistic or just see the whole one.
ACW pegging unfortunately, by default, is per agent state and not per call. Perhaps, I do not fully understand the question, because I think ACW happens only once after the calls ends... If you are asking if we can break up ACW stats per call, then yes this is possible, but I would feel more comfortable with doing it via Genesys CCon then CCA.
Can you please clarify the question and I will try to answer as thoroughly as I can.
Vic
