Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: S on November 13, 2008, 10:15:43 PM
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SkillExists function can be used in VAGs - where in you can eliminate the agents with certain skill in a skill expression.
But how do I use the same in the Strategies?
Any ideas please
S
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Hi,
You can use skill expression directly on "Selection" object (see picture below). Is that information you're looking for?
R.
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Use the MultiSkill function?
StrSkillExpr=MultiSkill['RoutingStatServer','Skill1 > 0 & Skill2 != 3']
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Good ideas- I had the same in mind. But look into this now...
suppose I have skills A , B,C,D ( C, D being a mandatory skills )
So I want to route to agents who have skills A, B and not C ( In this case the expression should consider the agents with skills A, B and D)
I could do it as .... skill(A) >=1 & Skill(B) >=1 & ( Skill(C) <0 | Skill(D) >=1 )
However it gets little long when the mandatory skills are more than 2 >:(
It would be nice to use SkillExists function above ...
it would just go as .... skill(A) >=1 & Skill(B) >=1 & ~SkillExists(C)
Well, MultiSkill function, I am thinking is same as building the skill expression in the target, correct?
Let me know your thoughts,
Thanks
S
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Hi,
Where I can find the manual on VAGs?
Thanks
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On StatServer guide
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If you can do what you want with VAGs. Why not use these as the targets for your routing strategies?
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Well, in that case I would end up adding more VAGs and organising them in targets.... and it becomes cumbersome when combining with other skills and its levels
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How about creating a virtual agent group with the common skills ie a & b then using the CreateSkillGroup function.
CreateSkillGroup['MyUrsStatServer','MyVirtualAgentGroupCommonSkill,'Skill(d)>0']
This seems to be the half way house between Virtual Agent groups and Skill expressions. Otherwise if you just target the differentiators. skill(d)>1
hope this helps.
cheers
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The advantage of using Virtual Agent groups comes with reporting.
Look at the KV pair RTargetObjectSelected and you'll find the VAG name
If you use a skill expression, it becomes a mess to read/report