Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: wickywick on January 23, 2013, 11:36:34 PM

Title: Changing in Skills in GA
Post by: wickywick on January 23, 2013, 11:36:34 PM

Hi all,

I was wondering if anyone knew if it was possible to change agent skills by using XML script.

I am in the process of doing a complete overhaul of my contact center and would like to know if anyone else has done this in the past or if it possible.

Thanks for you assistance.

Title: Re: Changing in Skills in GA
Post by: cavagnaro on January 24, 2013, 01:32:47 AM

Executed by what? You could create a software with PSDK and then read your XML file and do what you need

Title: Re: Changing in Skills in GA
Post by: wickywick on January 24, 2013, 01:39:54 AM

Thanks for your reply, honestly, I hadn't thought it through that far as to what I was going to use for execution. Wanted to find out if this was possible first.

I will investigate in to SDK tool, we don't currently use it, there were talks about getting the functionality.

On a different path, would you know if there was a universal standard for dropped call %.

Title: Re: Changing in Skills in GA
Post by: cavagnaro on January 24, 2013, 02:13:46 AM

Dropped calls? Outbound? No sir, will depend totally on many variables on your environment like type of dialing, dialing power, number of agents ready/not ready, average talk, hour of dialing, filters...etc.

Title: Re: Changing in Skills in GA
Post by: wickywick on January 24, 2013, 03:18:07 AM

no problem, thanks for your input cavagnaro, just thought I'd put it out there. We operate in an inbound/outbound environment a fairly large operation with about 400 agents spread throughout the day.

Title: Re: Changing in Skills in GA
Post by: Adam G. on January 24, 2013, 09:40:30 AM

There is a CME plugin called Configuration Import Wizard that can be purchased from Genesys that lets you import configuration infomation stored as XML.

W

Title: Re: Changing in Skills in GA
Post by: Kevin S on January 25, 2013, 05:40:45 PM

I know there is also the import functionality within GA, but I've only used it with CSV files. Maybe convert the XML to a CSV?

Title: Re: Changing in Skills in GA
Post by: cavagnaro on January 25, 2013, 06:26:17 PM

He wants to modifiy not create new objects, as far as I remember the import wont work for duplicated or already existing objects, correct me please if I'm wrong

Title: Re: Changing in Skills in GA
Post by: Kevin S on January 25, 2013, 07:23:58 PM

In newer versions (I know it's in 8.1 ) there is the option to import updates to existing objects.