Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Vic on January 01, 1970, 12:00:00 AM

Title: CCA skill eporting and customization
Post by: Vic on January 01, 1970, 12:00:00 AM

Hi, everybody,

I was wondering if someone could help me with CCA.
I am interested in creating CCA reports based on agent skills. Is it possible?

What other customized reports do you think are necessary?
What kind of customized reports have you made so far?

Thanks,
Vic

Title: CCA skill eporting and customization
Post by: Grzegorz Ostrowski on January 01, 1970, 12:00:00 AM

I have developed similar reports but they are dependent on routing strategy. There is a routing path with associated virtual queue for each skill. So to report for each skill independently I need to get statistics for needed queue.

Grzegorz

Title: CCA skill eporting and customization
Post by: Charly_uk on January 01, 1970, 12:00:00 AM

You need to create virtual Agent Groups in the CME. In such a Group you can add Special Skills and Levels.

You can have for example a group containing Agents with a skill of English > 5 but no Spanish. You can also use this groups for Routing and Display in CCP

Title: CCA skill eporting and customization
Post by: Vic on January 01, 1970, 12:00:00 AM

What other reports that Genesys does not have do you think we should make?