Exclude agents with certain skill from VAG

Genesys Cloud Routing
1

Hi,

Can anyone tell me if it is possible to create a script to include in a VAG all agents that have skill A but not the ones that have skill A and skill B in the same time.

Thanks,
Mihai

2

Something along these lines?

Skill(“A”)>0 & Skill(“B”)<=0

Or am I still half asleep and misunderstanding the issue?

4 Likes
3

your example will group up all agents having skill A and B.

Here is an example of what I need:

Agent 1 has skillA=10 so he has to be in group
Agent 2 has skillA=10 but also SkillB=10 so I don’t want him in the group

So something like SkillExists(“A”) & !SkillExists(“B”) but this is wrong.

Thanks,
Mihai

4

I see.

My example relied on the skill level, and not the existence of skill.

If you look more carefully, I am checking to see

if SkillA is bigger than 0 (in other words exists) AND if SkillB is less or equal to 0 (doesn’t exist)

So Agent 1 with SkillA = 10 will be in this group
Agent 2 with both skills A and B will be out (because SkillB is required to be less or equal to 0).

Is this not the desired outcome?

5

It could work but this would mean I have to add skill B with value 0 to everyone that shouldn’t have this skill.
I mean your expression requires both agents to have both skills otherwise agent1 is not selected since he is missing skill B.

6

You are correct. A fairly unfortunate side effect it seems. Just tested to confirm, too…

However, I do have good news :slight_smile:

Please, use ~SkillExists(“skillname”) to eliminate the skill completely 8)

7

awesome genesys expert is awesome :slight_smile:

exactly what I needed! Thank you very much!
There is no reference to ~ in the documentation tho, or I couldn’t find it.

Thread closed :slight_smile:

1 Like
8

Hi vma,

You can find list of supported command and syntax related to Virtual Agent Groups in Stat Server User’s Guide.

R.

9

Page 164 of the 7.6 StatServer UserGuide (Chapter 8 Virtual Agent Groups):

Note: You can define any number of logical expressions of either type as a value for the same option, as long as these expressions are correctly joined by logical operators & (logical AND), | (logical OR), ~ (logical NOT), and (…) parentheses for changing logical operators’ priorities.