Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vma on September 09, 2010, 01:11:27 PM
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Hi,
I'm using routing rules to route the interaction to the agent that has the highest mentioned skill. Is there anyway that I can get the value of the targeted agents skill so I can attach it to the interaction?
Thank you,
Mihai
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If you know the agent id and skill name then it is posible to get in strategy the agent's skill.
However most likely (especially if routing rules are used) the name of selected agent will be known AFTER call was routed and attempt to attach data not necesary will be successfull.
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ok let's see it from the other way around!
I want my call to be routed to an agent that has the highest language skill in an AG. Both the language and the AG I want to be dynamic, I will find them based on some values returned by the IVR. Is this possible?
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If you just target the Skill and not the AgentGroup I think you could probably use MultiSkill with a loop that decreases from your maximum skill level down to 0.
SkillLevel = 10 (max skill level)
Target = MultiSkill['StatServer','Language = SkillLevel']
If Target != '' Route to target
SkillLevel = SkillLevel-1
...
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If name (not value) of skill is known and version of URS is about 7.6 (not sure about older ones) then following can work:
- use target selection block with group name as target
- use as statistic for selection the skill name in brackets, like: (Language)
- selection criteria - Max
- somewhere in the begining o strategy to call fiuntion UseAgentStatistics[1] - to make router select between agents inside group (not between targets themselves (in this case group(s)) specifed in target selction object)
then call should be routed to ready agent from this group having max skill Language.
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thanks mate, seems to be working fine.
Still where did you find this trick with skill in brackets? I can't find this anywhere in documentation.
And more if there are two agents ready with the max skill value found can I pick up the one max in ready state? or else I will risk to overload one agent and the other one doing nothing.
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put in multi assign block with V_TotalLoginTime and V_TotalReadyTime in it then one to calculate max availablilty threshold with V_Threshold = V_PercentageReadyTime+VMaxAvailThreshold then filter by V_FilteredTargets. that should work
Tambo
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Genesys exposed it (partially) with so called "cost based routing". Can not say how usabe it was by itself but it has usable in general case side effect - possibility to use "expressions" as selection criteria. Expressions consists from skills, statistics, and functions (like cfgdata) etc. Entire expression should be taken in brackets like (Language) or (cfgdata(folder, option, 0)). The expression syntax is the same as used for skill expressions. Selection criteria like (1000*Language + $(StatTimeInReadyState)) can be used to take into account agent readiness time at least to some extent (here 1000 seconds of ready time weight the same as one skill level).
Better to use it through variable (to IRD to not complain about unexisted statistic):
MyStat= '(1000*Language + $(StatTimeInReadyState))' and use MyStat as selection criteria
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thanks kubikle your suggestion helped me sort out a problem with skill based routing to the higest level.