hourly skills

Genesys Cloud WFM
1

hi,
is there any way to change the skills of agents with a automatic schedule??
we are trying to route calls to a skill but on friday we want to make different treatment after 14:00, we found a way to do it in IRD but i think it must be more options to do it.

Many thanks

2

Nope, create different strategies only.
Don’t know of WFM could have such feature.

3

You could customize and do this with Config SDK but it could impact components like WFM and Reporting. In fact there is a post from the WFM Product Manager in the Genesys forums recommending against the changing of skills because of the impact on WFM.

I would think a schedule block in IRD targeting different skills based on day and time. This still could affect your WFM planning if you are using WFM.

4

Use WFM routing and route to the scheduled activity rather than the skill itself.

Then you can just schedule for whatever activity you want agents to be doing, and URS will figure it out. Or at least that’s what I think it’s supposed to do, never had reason to deploy it personally.

5

There are several ways to do it. One way would be not to change the skills, but adjust the value for those skills, thus giving priority to one skill over another and then just route based on the skill with the highest skill value This will preserve your WFM, historical and realtime reporting.

There are several ways to do this:

  • create table with IRD with the schedule
  • make a formula that gives you a result depending on time of date / day of week
  • do a DB dip
  • access object in CME where the value can be either modified manually or programmatically

I am currently playing with TenzorFlow to decide on the most optimum routing. Needless to say, results are pretty strange.

6

Not the safest way. But maybe it’s possible to do on DB side. To schedule a PL\SQL script changing skill values in DB directly ?

7
Not the safest way. But maybe it's possible to do on DB side. To schedule a PL\SQL script changing skill values in DB directly ?

NO, never do that!

8

And that would mean a CfgServer restart every time, not wise at all

9

Ok guys. rolling back the proposal :slight_smile:

10

Just want to clarify the language you’ve used.

You’re routing calls to a skill, but on a Friday you want to make a different treatment.

Does this mean:
a) You want to treat the calls differently on a Friday.
or
b) You want to play a different “treatment” (eg. message) on a Friday.

If “a”, how exactly do you want to treat them differently?

If “b”, this is very simple in IRD using a time segmentation block.

11

Couldn’t you use the Statistical Days functions in Config and IRD? You can set your strategy to route based on the configuration of the Statistical Days in Config, and if you change the date/time you want to do things, just update the Statistical Days in Config as needed.