Genesys CTI User Forum > Genesys CTI Technical Discussion

How to implement virtual queues

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cumi:
you can use VRGs to see in CCPulse is there any agent free (or logged in, e.t.c) with that skill. this is very usefull for the WFMs.

but unfortunetly i have to correct 'Wayne'. if an agent has e.g. skills A, B, and C he will be automatically in VRG_A, VRG_B, VRG_C. Let's say that agent will get 5 calls on skill A and none for other 2. In your reports you will see plus 5 calls for VRG_A but also for VRG_B and VRG_C because the agent is also member of the other 2 groups, too. you can simply check it, by taking the sum of inbound calls in your CC. but there is also a solution for this problem using attacheddatas and filters in report layouts...

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