Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Adam_W on February 27, 2009, 01:57:14 PM

Title: Agents assigning their own skills
Post by: Adam_W on February 27, 2009, 01:57:14 PM

Is it possible for agents to assign their own skills via the Genesys Desktop, or any other method apart from CME access?

Title: Re: Agents assigning their own skills
Post by: cavagnaro on February 27, 2009, 02:15:50 PM

??? This is the second time I read about that request, would like to understand why you would leave that option to an agent? How will you control your routing design with this being setted up?

Title: Re: Agents assigning their own skills
Post by: Adam_W on February 27, 2009, 03:33:43 PM

It's a small team who are used to being self-sufficient and the team leader is used to letting them be that way.  Currently they don't take many calls or do much reporting.  I suspect their outlook will change when call volumes increase and the reporting shows the downfall of letting people take whatever calls they want.  But until then I have to address their request!

Title: Re: Agents assigning their own skills
Post by: cavagnaro on February 27, 2009, 04:50:14 PM

You will have to develop an application using Config SDK, only way, or give them access using GAD Supervisor too.

Title: Re: Agents assigning their own skills
Post by: Steve on February 28, 2009, 05:46:36 PM

This is an interesting question.  ::)

But something is telling me that they haven't quite grasped the concept of contact centres.

It made me think, when would I choose to take calls? Before Pavel jumps in, I'll answer for myself - Not very often unless I was paid per call.

A few years ago I worked at a major news agency, were the agents had a soft key on the turret (phone) to put the calls back into the queue. You could often see calls in the queue that had been routed 10 or more times. Luckily the incoming calls were not news stories.

Title: Re: Agents assigning their own skills
Post by: victor on February 28, 2009, 06:01:55 PM

The answer is no. You cannot do it EASILY without modifying Genesys Desktop or using Config SDK.

HOWEVER, you CAN "sort of" do the same thing by creating Genesys Virtual Agent Groups based on LoggedIn keyword and then allowing agent's to login into VAGs that they want to participate in. Pretty much the same thing.

This should be the fastest, but a bit messy way to get this accomplished without any serious programming on your part. And that is always good :)

Best regards,
Vic

Title: Re: Agents assigning their own skills
Post by: Adam_W on March 03, 2009, 10:31:29 AM

Thanks for the help everyone.  I'm tempted to just say it can't be done  ;D