Genesys CTI User Forum

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

Title: Skills and CCP
Post by: Victor on January 01, 1970, 12:00:00 AM

Here is a little dilemma I could not resolve yet.
I have an agent with two skills. When agent is on the phone, is it possible to tell using CCP which skill was used to deliver the call to the agent? Since each skill is a product name, our client wants to be able to tell in real ime what product the current agent is busy with.

Any ideas?

Title: Skills and CCP
Post by: mboertien on January 01, 1970, 12:00:00 AM

At the moment i'm doing that using the attached data of call. This data tells me what kind of call is being handled. I don't know if you have the same. The way i have configured it is by using the filters. Within CCPulse i've created objects for each skill with the filter that belongs with that skill. The statistic i use is CurNumberCalls. Now when the agent gets a call i can open the statistic and see what kind of call he/she is handling. This information can then for example be used to put thresholds on for each subject.

Hope this helps.....

Title: Skills and CCP
Post by: Stefan C on January 01, 1970, 12:00:00 AM

Hi Victor,

I would look at using Business Filters in CC Pulse to get around this.

Regards,

Stefan