Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Emz on August 17, 2012, 06:17:21 PM

Title: Outbound - Best practice to switch an agent from a campaign to another?
Post by: Emz on August 17, 2012, 06:17:21 PM

Hi,

we currently have 20 different campaigns and 50 agents dedicated to these campaigns. All the agents have the skills for all the campaign but they only work in one campaign at the time. Right now when the supervisor ask an agent to switch from Campaign A to campaign B, the agent logoffs and login again using a different login ID. This is very efficient because the agent can switch from a campaign to another on his own without any intervention required by the supervisor. But from an IT perspective it's a very loud process. 50 agents X 20 logins = 1000 login IDS to configure!! 

We have a project to have all the agents using a single login ID. Any idea / best practice on how to achieve it?
[list]
[li]By giving the agent the possibility to change his skills in GA[/li]
[li]By creating a batch file or a custom GUI to the supervisor to be able to achieve it quickly[/li]
[li]In Nortel, there was a feature called "assignment" that allowed you to pre-program some skills assignment to an agent and run the assignment aytime you need.I wonder if that exists with Genesys?[/li]
[li]Etc.[/li]
[/list]

Thank you.

Title: Re: Outbound - Best practice to switch an agent from a campaign to another?
Post by: Kubig on August 18, 2012, 07:33:18 AM

Make this via skill configuration. You can create virtual group for every campaign and every group is conditioned by existence of skill level. it's the easiest and best way. Create a separate login is horrible and unsystematic solutions!

Title: Re: Outbound - Best practice to switch an agent from a campaign to another?
Post by: bublepaw on August 20, 2012, 07:10:36 AM

Hi,

As an alternative You can use agent assigment build into OCS. In this mode OCS automatically moves agent between campaigns when there is a need for that.

Pawel

Title: Re: Outbound - Best practice to switch an agent from a campaign to another?
Post by: Emz on August 21, 2012, 06:30:17 PM

Hi bublepaw,

your solution sounds great. How do you achieve this exactlly? In Genesys Administrator? In Config Manager?

Do you change the agent config? The OCS options? The cmapaign itself?

Please let me know exactly where to do the change so i can run few tests in my lab environment.

Thank you

Title: Re: Outbound - Best practice to switch an agent from a campaign to another?
Post by: René on August 21, 2012, 07:10:21 PM

Emz,

You can find more details in Outbound Contact 8.1 Deployment Guide. Look for 'Agent Assignment in Multiple Campaigns' section.

R.

Title: Re: Outbound - Best practice to switch an agent from a campaign to another?
Post by: bublepaw on August 22, 2012, 12:54:31 PM

Emz,

One note on top of what Rene mentioned. Statserver needs to have special statistic configured - otherwise assigment is nor working corectly and I thnik this part is not described clrearly in manual.

Pawel