Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gawix on November 22, 2012, 04:15:49 AM

Title: Target priority - Send more calls to agents in training
Post by: gawix on November 22, 2012, 04:15:49 AM

When targeting agents, I need to send more calls to those in training. How do we typically solve that?  I think pseudo stats can be involved in the solution.

Title: Re: Target priority - Send more calls to agents in training
Post by: cavagnaro on November 22, 2012, 05:24:39 AM

On the target as first option add those more skilled and the overflow to the less skilled, an overflow.
There are many ways to achieve it, depends on your specific needs and configuration abilities

Title: Re: Target priority - Send more calls to agents in training
Post by: victor on November 22, 2012, 05:47:16 AM

Ok,

I am sure you have thought of this, but how about just creating a VAG for those in training (the same skill but lower ) and just either load balance with a percentage between them and others or just define a percentage?

Title: Re: Target priority - Send more calls to agents in training
Post by: Flávio on November 22, 2012, 07:38:11 PM

You can use VAG, you can use skill, does not matter actually, you need to figure out that you need to target those 'training agents' first, then go to the other ones.