Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: susan on November 27, 2007, 11:30:43 PM
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Hi there. I am currently using Genesys version 7.1.2 but hoping to upgrade to 7.5 soon. I am really interested in feedback from anyone utilising multi skilled equivalents in their business, regardless of how they are using it, just to give me more insight. I have read all the material I can find on it so I am good conceptually, just interested in how it goes in real life. Thanks. >:D
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Hello, Susan, I have never heard of multi-skilled equivalents. Are you sure that you are not referring to multi-skill option? If you would like to know more about multi-skill and their use I would be delighted to oblige, because we're using this now for three years and counting.
JM has left the building.
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Hi, I am in New Zealand and the handbook refers to the idea of recognising all skills so that the WFM build takes into account everything the agent is skilled to do rather than the top of the skill base that we have siloed them into. Does this sound the same? We call that an MSE or multi skilled eqivalent. I would love to know what you've been doing with this if it is the same. S ;D
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This idea you refer to is more a WFM enhancement then a Genesys enhancement. There were a significant amount of changes between WFM 7.2 and 7.5, regardless WFM is still really seperate from Genesys and has hooks into Genesys to collect the data it needs.
To answer your question, I think you are refering to the ability to create activites based on skills and thier levels defined. This defines what type of agents for required for a spesfic activity and used when the master scedule is forecasted/built.