Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: rswartzmiller on June 06, 2012, 05:41:08 PM

Title: Route by Most Skilled Agent
Post by: rswartzmiller on June 06, 2012, 05:41:08 PM

Can you create a custom statistic that will allow you to route by most skilled agent, and if so how?  Example in your target block you target agent group with a customer skill > 1. When the available agents are selected, a comparison is done based on skill level to choose the most skilled agent. If two or more agents have equal skill level, then a comparison is done based on Longest Available.

I have this pseudo working today, by targeting an agent group with a customer skill > 9. If that fails then decrease the level by 1. However this takes too long to get to agent with customer skill > 0. And if an agent with a skill of 10 becomes available, it could be pass over because an agent with a low skill been available longer.

I’m using
Composer 8.1
URS 8.1
ORS 8.1

Thanks,
Ryan

Title: Re: Route by Most Skilled Agent
Post by: René on June 06, 2012, 06:26:39 PM

Hi,

This topic was discussed here on the forum recently - please look at this thread [url=http://www.sggu.com/smf/index.php/topic,7142.0.html]http://www.sggu.com/smf/index.php/topic,7142.0.html[/url]

R.