Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: RCt on July 23, 2009, 04:44:53 PM

Title: is there a way to allow agent login/out of skills
Post by: RCt on July 23, 2009, 04:44:53 PM

We occassionally have agents who have capacity to do more work and we are searching for a way to easily add them to an ongoing progressive dialing campaign during the day; ideally, the agent would simply log into the additional skill so that the dialer would see them, while remaining in their other skills; and later in the day, log off that skill and go back to just doing their normal duties. We have Genesys 7.2, are upgrading to 7.6 in a few weeks.  Does the genesys platform have such a capability to allow agents to control which skills to log into and out of throughout the day?

Title: Re: is there a way to allow agent login/out of skills
Post by: ecki on July 24, 2009, 03:04:52 AM

Hi,

There is no such functionality, however you could add additional skill in Configuration manager as a supervisor to particular agent during the day as required. Or have two profiles for each agent, one with inbound skill only and second with both skills for inbound and outbound and let agents decide whenthey will use them. BUT you should be aware, that this solution will have impact on your reporting.

e.

Title: Re: is there a way to allow agent login/out of skills
Post by: tony on July 24, 2009, 08:36:28 AM

Hi,

I'm thinking [i]Blending [/i] of Agents is probably where you are going with this...  That, and [i]Capacity Rules[/i], [i]Agent Reservation [/i] and possibly [i]Share by Service Level[/i]... ??

These are pretty much topics in their own right - but if you've interest, we could extrapolate them, in this thread?

T

Title: Re: is there a way to allow agent login/out of skills
Post by: ecki on July 24, 2009, 09:35:07 AM

I do not think this would work for outbound campaigns. You have to be asigned to campaign or not. There is no semi state no capacity rule for this.

Title: Re: is there a way to allow agent login/out of skills
Post by: tony on July 24, 2009, 09:37:55 AM

Thanks ecki - I was thinking out loud again...  :D

I still think Blended Agents are what the OP is talking about, though... ??

T

Title: Re: is there a way to allow agent login/out of skills
Post by: ecki on July 24, 2009, 10:29:27 AM

Sorry Tony, I was just replying from mobile. Therefore I was so brief.
:)

cheers,

e.

Title: Re: is there a way to allow agent login/out of skills
Post by: cavagnaro on July 24, 2009, 05:18:27 PM

I don't think blending will do the job because in that mode OCS will reserve some agents, and there is no way that I know that an agent can tell to OCS that he will be the one reserved for not receiving Outbound calls...

Title: Re: is there a way to allow agent login/out of skills
Post by: RCt on July 24, 2009, 06:49:17 PM

thanks all, that confirms what I've heard; either do it through CME and turn skills on/off (ugly with 800 agents) or have "alternate personality" and totally hose metrcis ....

Title: Re: is there a way to allow agent login/out of skills
Post by: WS on July 25, 2009, 05:41:51 AM

We have a app built using PSDK  which does bulk level skilling and deskilling of agents .  May be you could use something like this .