Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dale on June 24, 2010, 10:23:31 AM

Title: Agents and Skills in CCPulse.
Post by: Dale on June 24, 2010, 10:23:31 AM

Morning all,

I seem to have misplaced a template which was for queue's and showed number of agents in available in that queue.

Ive gone to recreate it, and cant seem to select both objects (agents and queues) to create a new template on, and the available stats against each object dont seem to have what i need.

Any advice appreciated.

Dale

Title: Re: Agents and Skills in CCPulse.
Post by: catanirex on June 24, 2010, 10:46:13 AM

My guess is that you looked on VAGs (Virtual Agent Groups). There you can add the required skill expression for a queue, and then see how many agents that are logged in, notready, waiting, in call etc

Title: Re: Agents and Skills in CCPulse.
Post by: Dale on June 24, 2010, 10:48:13 AM

Thank you :)

Though im just looking now, and VAG's are not an object i can select to create a new template! im sure this is configured somewhere.

where would be easy enough to check?

Title: Re: Agents and Skills in CCPulse.
Post by: Dale on June 25, 2010, 09:36:06 AM

bump

Title: Re: Agents and Skills in CCPulse.
Post by: tony on June 25, 2010, 01:41:57 PM

Your VAG's should be listed along with your standard Agent Groups....  When creating the Template, select Group of Agents & Agents (along with the Queues you want) - they should be in the list....

?

TT