Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: David on January 01, 1970, 12:00:00 AM
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Hello,
I am trying to route calls on agents. I try to route calls to agents with the best level skill. To to that, I use select object in ir_designer. On the first line, I choose a skill with level = 10.
On the second line, I choose the same skill with a level = 5.
On the third line, I choose the same skill with a level = 1.
I did not select any statistic on the select object. With this, I thought that calls could be routed to the agent with the best level skill. Ur lists targets on the good order, but then, it seems that it choose a default stat to select the target, and so calls are not always routed to the best agent.
Could you help me please.
David
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Did you find the answer to this one?
Vic
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yes, in fact I have used several selected target objects, with a waiting time = 0. the more it goes the more I had users in the folowing target objects. It seems to work, but the stratégy is more complicate
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David,
I am trying to get the some answers for skill levels. Do you have any suggestions for me. I am trying to route calls to the agents with higher skills levels without using the wait time. OR should I simply use wait time = 0?
Thanks!
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Nanda,
you can use wait time of zero , but it will not get you the highest skilled agent.
I wish there was some easy way out there to do it, like IR would get targets in decrimental skill order or something like this, but I do not know anything about.
What you can do is change option "targets_order" to "fifo" and then add skills targets in descending order. It will then try to connect to the first agents first and then go down the list until it find the available one. Needless to say, it is also not a really nice way to do it, because you still need to create multiple instances of the target.
G6.x is making it much easier with their Service Level object, which allows you to focus on a particular skill set and then start expanding it when your SL goes down. If you are planning on upgrading to G6.x then I would think twice before doing some scripting in G5.x
Rather silly question, but what does your Genesys tech support say?