Hi,
Is there a way to find out how long an agent has had a skill attached to them???
We are abandoning calls in a couple of different skills and we are saying that agents have been skilled up but we cant support our argument because we cannot show who has had these skills historically throughout the day.
We would like to show that agent A had skill B from 9am to 1pm.
Is this possible???
cheers
Tambo
Hi,
If you have CCA, then you can extract from Datamart this information.
e.
excellent thanks Ecki
Hum? How? CCA will show that agent A received MAYBE a call for that skill at that time but how to demonstrate when it was removed?
Maybe another approach will be to check configuration server logs and see when that skill was removed, of course, is your solution is configured to save that data.
Hi Cav,
I will need to check to see if it is configured this way.
Do you think that this would be a good idea about reporting on this type of thing???
Tambo
Not reporting but for change control might be a good idea. Coordinate this your customer business needs
Cav, Tambo
If you deploy virtual agent groups based on one skill, then you will have full information in CCA object_to_object table down to seconds, when particular agent was assigned to or taken out from this VAG.
e.
Nice, but if no VAG is used? Only Skill target? Will this work too?
Hi Ecki,
yes we have VAGs for each and every skill, along with VAGs for each department which does leave us with a very large pulse view
Tambo
He wants to know how long an agent has had particular skill. CCA monitors only Agent Groups not skills. So this is a must to have VAGs per skill. The other option would be Infomart which is collecting information about relation ship between agents and skills.