Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Scottyjohn on June 11, 2008, 09:57:48 AM

Title: reporting on skill changes
Post by: Scottyjohn on June 11, 2008, 09:57:48 AM

hi all,
is there a way to report on changes to agent skills? I know I can see it in config logs but is. There any way to allow users to access this without going to logs?

Title: Re: reporting on skill changes
Post by: René on June 11, 2008, 10:29:33 AM

Hi John,

Yes, it's possible. I can see two ways:

1. Using ICON (Interaction Concentrator) that could be configured to store information about skills assigned to the agents incl. history to a database.
2. Writing own "monitoring" application using Genesys Configuration SDK

René

Title: Re: reporting on skill changes
Post by: Scottyjohn on June 11, 2008, 12:33:36 PM

ah I see we are unfortunately running standard cca and dont have the config SDK

Title: Re: reporting on skill changes
Post by: S on June 11, 2008, 01:36:27 PM

Unfortunately, config logs are the only ones Genesys have right now. However, they do have some affiliated products they recommend- eg. touchPointe TGCM. this tool is web based and generates reports about the skill changes and more. You may wanna look into it, if interested.