Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: mboertien on January 01, 1970, 12:00:00 AM
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I have a question which i think should be fairly to solve within Genesys, but i just can't seem to find it (or it's just not possible to do anything as easy as this).Currently i'm busy writing some strategies and i want to do the following :
During the night i want calls to be routed to any agent logged in without looking at any agent groups or skills. How do i do it?
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I am not sure if you can do it without selecting anything. The only way I can think of doing it is routing a call to an ACD and letting an ACD take care of the rest. This, however, assumes that you have one ACD for all the agents.
The best way would be creating a place group which combines ALL the places on the switch and after using an IF statement to check for the time, send the call to this group.
The same can be done with an Agent group.
I am not sure, but I think if you are using a skillased routing, than just specifying a skill level of 0 wouldget you any agent, I think.
I do not understand why you would want to do something this way. Genesys supports multiple queue login, thus allowing you to place an agent into more than one queue at the same time.
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Why i want to do it is because all the routing is based on different skills. I only want to use agent groups for statistical reasons, because these groups aren't always up to date.
Agents can have various skills, and it can happen that during the night there are agents that don't have a specific skill, so routing by skill is no option either.
Something this simple is probably not possible with the system....
I'll try to think up something else......
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You could set all the agents up with a new skill then route the call to that skill during the night.
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I am not sure if it would work, but it is definitely worth a try:
in a strategy, try routing to any skill and define the value for that skill as 0. Since, any skill with value of zero is the same as no skill at all, any agent available would receive that call.
Cheers,
Vic
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Create a virtual agent group that has all your configured skills in it. pass the calls to the virtual agent group.
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Brilliant!