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.
Executed by what? You could create a software with PSDK and then read your XML file and do what you need
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 %.
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.
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.
There is a CME plugin called Configuration Import Wizard that can be purchased from Genesys that lets you import configuration infomation stored as XML.
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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?
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
In newer versions (I know it’s in 8.1 ) there is the option to import updates to existing objects.