Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: linalf on April 11, 2008, 02:21:40 AM

Title: How to find out the skill of the agent the call is routed to?
Post by: linalf on April 11, 2008, 02:21:40 AM

Hi,

This is for reporting purpose. In the routing strategy,is there any function available to retrieve the skill of the person or else any other method available to know the skill of the targetted agent.

Any suggestions are greatly appreciated!!

Thanks,
Lin

Title: Re: How to find out the skill of the agent the call is routed to?
Post by: dmonast on April 11, 2008, 01:11:08 PM

First of all, how are you targetting the Agent?

At my work, we target by Skill so we do not need to know the Skill the targetted agent has.

Title: Re: How to find out the skill of the agent the call is routed to?
Post by: linalf on April 11, 2008, 02:15:22 PM

Hi,

I am using Virtual Agent groups as targets.

I have an enterprise VAG based on 2 skills.

Now I need to segregate agent belonging to one skill from another.
This is for reporting purpose.

Thanks,
Lin

Title: Re: How to find out the skill of the agent the call is routed to?
Post by: cavagnaro on April 11, 2008, 04:25:34 PM

Hum why nooo attach a data before sending to the  VAG and in that way you will identify which group received the call, for example skill_used="english>10" so thenon DMA ou create an statistic where CallDistrbuted with skill_used = "english>10"

Title: Re: How to find out the skill of the agent the call is routed to?
Post by: cavagnaro on April 11, 2008, 05:02:00 PM

Maybe if you check TServer info that KVP is already there and you can create a custom statistic for them

Title: Re: How to find out the skill of the agent the call is routed to?
Post by: Mike Kamlet on April 14, 2008, 02:14:39 PM

If you're routing to Virtual Agent Groups, and having URS do the automatic attach of data, Router will attach a KV pair called RTargetObjectSelected with the Virtual Agent Group name

Title: Re: How to find out the skill of the agent the call is routed to?
Post by: dmonast on April 18, 2008, 05:31:32 PM

We report by Agents and by Skill.

We aggregate the data results nightly from (scdr joined to evref join to evdata) from CCon to create 'life of call' records.  More importantly we associate the RTargetObjectSelected value to the agent in the LocAgent field of scdr (receiving Agent).

This allows us to see all of the Agents within the Skill report.

Hope this helps,

Title: Re: How to find out the skill of the agent the call is routed to?
Post by: Pret on April 21, 2008, 08:43:48 AM

Please use RTargetObjectSelected KVP to get the value of the skill.