Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dennis on January 01, 1970, 12:00:00 AM

Title: Probing Agent stats on Skill Level
Post by: Dennis on January 01, 1970, 12:00:00 AM

I need some of your ideas. We want to be able to do Serevice factor routing but without the build in facilities. Is there a way to query Stats to obtain target list of AGENT based on their skill level predefined in CME.
ex. of what we want to acheive...
a) target skill level of >=10 if any agent are logged in
b) target skill level of >=05 if no Skill lvl of 10 logged in
c) target skill level of >=05 after 20 seconds if Sk lvl 10 timeout

thank you
Dennis

Title: Probing Agent stats on Skill Level
Post by: Kevin on January 01, 1970, 12:00:00 AM

You could probably do this using Virtual agent groups and the standard Selection object.

Virtual agent groups are also useful if the group changes often for example, if you need to add the skill to someone to get a call answered. (According to Genesys, with a normal agent group, the target team is built when a call first targets the group and adding agents to the group will not make those agents available to answer that call)

Create your three groups VA_Skill_Hi, VA_Skill_Mid, VA_Skill_Lo, and target the group in your selection.

Create your new Group in CME, then select Properties, Annex. Create section "virtual", item "script", and set the value of script to 'Skill("SkillName")>=5'
Note you can also use booleans, such as: 'Skill("SkillName")>=5 & Skill("SkillName)<=8'

Chapter 11 of the StatServer reference can provide more information.

Title: Probing Agent stats on Skill Level
Post by: Kevin on January 01, 1970, 12:00:00 AM

Part 2 (it helps when you fully read the question):
You might be able to use the SData() function in conjunction with the Virtual Agent groups to do the checks for # Agents Logged In.

Or, to make it easier, use the URS function CountSkillInGroup[], provided you are running URS 6.5 or greater (I think that was when it was introduced).

Check out Chapter 4 of the URS Reference for more information on the functions.

Title: Probing Agent stats on Skill Level
Post by: Dennis on January 01, 1970, 12:00:00 AM

Thank you Kevin, for this idea, It seem to be in line with what we are looking for.

I looked up de documentation, and it says the function can be used without specifying a group, which I tried, but always return 0 for the count. Any thought on the situation.

tks, Dennis