Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Tambo on August 22, 2010, 12:57:24 PM

Title: attached skills by time
Post by: Tambo on August 22, 2010, 12:57:24 PM: Hi,

Is there a way to find out how long an agent has had a skill attached to them???

We are abandoning calls in a couple of different skills and we are saying that agents have been skilled up but we cant support our argument because we cannot show who has had these skills historically throughout the day.

We would like to show that agent A had skill B from 9am to 1pm.

Is this possible????

cheers

Tambo
Title: Re: attached skills by time
Post by: ecki on August 22, 2010, 08:56:46 PM: Hi,

If you have CCA, then you can extract from Datamart this information.

e.
Title: Re: attached skills by time
Post by: Tambo on August 23, 2010, 10:06:40 AM: excellent thanks Ecki
Title: Re: attached skills by time
Post by: cavagnaro on August 23, 2010, 03:44:53 PM: [quote author=ecki link=topic=5804.msg25286#msg25286 date=1282510606]
Hi,

If you have CCA, then you can extract from Datamart this information.

e.
[/quote]

Hum? How? CCA will show that agent A received MAYBE a call for that skill at that time but how to demonstrate when it was removed?
Maybe another approach will be to check configuration server logs and see when that skill was removed, of course, is your solution is configured to save that data.
Title: Re: attached skills by time
Post by: Tambo on August 23, 2010, 04:55:39 PM: Hi Cav,

I will need to check to see if it is configured this way.

Do you think that this would be a good idea about reporting on this type of thing?????

Tambo
Title: Re: attached skills by time
Post by: cavagnaro on August 23, 2010, 07:09:59 PM: Not reporting but for change control might be a good idea. Coordinate this your customer business needs
Title: Re: attached skills by time
Post by: ecki on August 23, 2010, 08:42:52 PM: Cav, Tambo

If you deploy virtual agent groups based on one skill, then you will have full information in CCA object_to_object table down to seconds, when particular agent was assigned to or taken out from this VAG.

e.
Title: Re: attached skills by time
Post by: cavagnaro on August 23, 2010, 09:53:23 PM: Nice, but if no VAG is used? Only Skill target? Will this work too?
Title: Re: attached skills by time
Post by: Tambo on August 24, 2010, 08:03:01 AM: Hi Ecki,

yes we have VAGs for each and every skill, along with VAGs for each department which does leave us with a very large pulse view

Tambo
Title: Re: attached skills by time
Post by: ecki on August 24, 2010, 08:08:27 AM: He wants to know how long an agent has had particular skill. CCA monitors only Agent Groups not skills. So this is a must to have VAGs per skill. The other option would be Infomart which is collecting information about relation ship between agents and skills.