Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vivek on May 15, 2007, 05:52:58 PM
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Hi,
We have provided CME access to our supervisors to change skills & skill levels to agent.
In our case skill level must be 1, 3, 5... etc.
Sometimes supervisors set skill level 0 to an agent. This is causing problem in call routing.
Because our strategy doesn't look for 0 skill level - don't ask me to modify the strategy, because business doesn't want 0 skill level.
I was wondering is there any way we can put some sort of filter in CME so that supervisors can not set 0 skill level?
Thanks in advance.
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Have never heard of this being possible directly in CME, however, you could look at a product (to purchase or build your own) that will give access to do skill changes via another application, but will have a limit on what can be entered.
Failing that, report it. I'm sure that the workforce managers will love the fact that agents are in a state to not take calls because of the managers.
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Vivek,
unfortunately, I cannot think of a simple way to do it.
My suggestion would be:
1. re-train the supervisor
2. develop a simple application for modifying the skills using GIS or some other Genesys SDK (which costs money)
I am wondering if it is possible to modify operator skills using plain old Genesys ActiveX though...
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You may want to emphasize to the supervisors that Skill = 0 is the same as the user not having the skill at all.
I have used the Skill = 0 in the past to temporarily remove an agent from a Virtual Agent Group, but wanted to keep that skill there so I knew they were to have the skill to begin with.
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If only you could, it would be easy enough to set the Skill Level required to "<2", meaning either 1 or 0 would do the trick. However, as Kevin pointed out, most of the time we would use Skill Level 0 to indcate "no skill".
I'd echo what is here and either get the business to realise the implications and not set the Skill Level to 0 - or make a very small change to your Target in the Strategy, to circumvent these "mistakes" being made by the Supervisors.
Tony
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Hi Guys,
Just wanted to know if there is any other problems when an agent's skill set values are set to 0 other than no calls are being routed to that agent?
From historical reporting perspective would be more helpful.
Thanks..
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Hi,
SkillLevel = "0" is a valid integer, the same as "1" - or any other number - it is not "Null". It's actually what you do with it within your Routing that makes the difference...
If you set a Target as a SkillName @ SkillLevel < "1", it's the same as SkillLevel = "0".
If you set a Target as a SkillName @ SkillLevel <= "1", it will include SkillLevel = "0" and "1".
However, if you set a Target that [i]assumes [/i]SkillLevel = "0" actually means "Null", you will run into problems. For example;
If you design a Strategy which looks for a Target SkillName/SkillLevel which is anything other than (<>) "1" (assuming you are actually trying to get anything [i]higher [/i]than "1") - don't forget that it will also include any Agents who have been configured with a SkillName/SkillLevel of "0". Because "0" is not Null - and it is also not "1".
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Thanks Adamgill that was quite explanatory. I still have a long way to go with the strategy designing since am new with the technology. Will play with it :P
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Enjoy! ;D