Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: masgar on June 17, 2017, 07:18:42 AM

Title: update virtual agent group from IRD
Post by: masgar on June 17, 2017, 07:18:42 AM

Hi,

is it possibile to update/set the script for a virtual agent group from ird strategy? if yes, can you point me in the right direction?

Thanks,
Max

Title: Re: update virtual agent group from IRD
Post by: vmc on June 17, 2017, 07:23:24 AM

What's the business driver behind needing to do that?

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Title: Re: update virtual agent group from IRD
Post by: masgar on June 17, 2017, 08:40:32 AM

I need to target a virtual agent group based on skill level.

agt01 has skill Tech skill level 10
agt02 has skill Tech skill level 8
agt03 has skill Tech skill level 5


so I check if there are ready agents with skill Tech and skill leve >= 10. If not I decrement skill level and check again. Then I target the skill Tech >= skill_level variable (where I found a ready agent or is skill level reached 0).

My problem is that if there are no logged agents with skill Tech, the system send call to any ready agent. If I target the VAG it works but I need to set the VAG formula using the calculated skill level.

Probably there are a bunch of better solution but I'm new on Genesys so this is the best I found.

Thanks,
Max

Title: Re: update virtual agent group from IRD
Post by: cavagnaro on June 17, 2017, 06:14:40 PM

No, better create those VAG and then modify the logic for calling them. You can't later the VAG query from IRD. That would mess with statistics as well later.

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Title: Re: update virtual agent group from IRD
Post by: terry on June 17, 2017, 06:24:34 PM

Why you don't target skill expressions directly (bypassing any VAGs)?

Title: Re: update virtual agent group from IRD
Post by: masgar on June 19, 2017, 04:30:12 PM

Terry,

I need to queue call to higher skill level ready agents first. Anyway I found the problem. If no agents with required skill are ready or logged, my strategy decrement skill level to skill level 0. Seems that IRD targets any agents if skill level == 0. So I changed my strategy to decrement up to 1 and now it works as per my expectations.

Thanks for help.

Max

Title: Re: update virtual agent group from IRD
Post by: n3vek7 on June 19, 2017, 08:51:36 PM

Why not just use a target of skill > 0 ... it will try from whatever skill level is the higher down to skill level 1..
Or maybe you need a specific time to queue before "decrementing" the skill level?