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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: CTIgem on August 11, 2008, 06:43:23 PM

Title: Virtual agent group
Post by: CTIgem on August 11, 2008, 06:43:23 PM

I have 7.2 environment and just created two virtual groups.
virtual group 1 has skill of A and the other virtual group 2 has skill of B.
One agent with skill A and B logs in for an hour.
After aggregation of datamart, run brio report and shows virtual group 1 and 2 shows total log in hours of two.
I was expecting total 1 hour log in time for each virtual group.

Am I missed something in configuration?

Thanks.

Title: Re: Virtual agent group
Post by: victor on August 13, 2008, 09:49:06 AM

Yes,

because since the agent was present in two groups, it is 1+1. :) Think about it, you knew that iwas only two queues and one agent and so it makes sense to have one hour, but what would you expect for the number when you have two agents logged into 2 queues and one of them logs out after 15 minutes?

you need to modify the reports if you want to track the agents like that :)