Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Vic on January 01, 1970, 12:00:00 AM
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Hi, all, we have all been playing with URS and skill
outing; however, what about using skill
outing, but specifying the order in which sites are considered? For example, I have three sites, with agents having skill V. When call arrives at site A, I want URS to first find any local agents, if no local agents are available, I then want it to look for local agents plus agents on siteB, and if that fails, then look for any agents with that skill on all three sites.
Is it possible WITHOUT breaking skill into skill_siteA, skill_SiteB, skill_SiteC?
Can I specify the order in which URS searches the sites in a multisite environment?
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Why not setup each site as a skill so your targeting is skillA and Site1, then goes to SkillA and Site2 and so on?
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But then, in reporting you have to compensate for it, as well as it makes it a real pain whenyou have 20 sites!
I want to have one skill and yet be able to specify the targeting priority for this skill. I guess Service Level is one way to do it, but then, it is still not good enough, is it?
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You want it both ways eh Vic? A virtual skill set yet the ability to target particular centers. We still use group based routing but are looking at skills based sometime next year. So, I'm not too familiar yet with this method of routing but, what if you set different skill levels at each of your sites. You have a preference to route to site A first so give those agents a higher level for that particular skill. You should then be ablet to use that in your routing logic to make determinations on who gets what first...
Like I said, not too familiar with skills based yet but I thought I'd take a shot. ;)