How to find out the skill of the agent the call is routed to?

Architect & Flows
1

Hi,

This is for reporting purpose. In the routing strategy,is there any function available to retrieve the skill of the person or else any other method available to know the skill of the targetted agent.

Any suggestions are greatly appreciated!!

Thanks,
Lin

2

First of all, how are you targetting the Agent?

At my work, we target by Skill so we do not need to know the Skill the targetted agent has.

3 Likes
3

Hi,

I am using Virtual Agent groups as targets.

I have an enterprise VAG based on 2 skills.

Now I need to segregate agent belonging to one skill from another.
This is for reporting purpose.

Thanks,
Lin

4

Hum why nooo attach a data before sending to the VAG and in that way you will identify which group received the call, for example skill_used=“english>10” so thenon DMA ou create an statistic where CallDistrbuted with skill_used = “english>10”

2 Likes
5

Maybe if you check TServer info that KVP is already there and you can create a custom statistic for them

6

If you’re routing to Virtual Agent Groups, and having URS do the automatic attach of data, Router will attach a KV pair called RTargetObjectSelected with the Virtual Agent Group name

7

We report by Agents and by Skill.

We aggregate the data results nightly from (scdr joined to evref join to evdata) from CCon to create ‘life of call’ records. More importantly we associate the RTargetObjectSelected value to the agent in the LocAgent field of scdr (receiving Agent).

This allows us to see all of the Agents within the Skill report.

Hope this helps,

8

Please use RTargetObjectSelected KVP to get the value of the skill.