reporting on skill changes

Genesys Cloud Routing
1

hi all,
is there a way to report on changes to agent skills? I know I can see it in config logs but is. There any way to allow users to access this without going to logs?

2

Hi John,

Yes, it’s possible. I can see two ways:

  1. Using ICON (Interaction Concentrator) that could be configured to store information about skills assigned to the agents incl. history to a database.
  2. Writing own “monitoring” application using Genesys Configuration SDK

René

3

ah I see we are unfortunately running standard cca and dont have the config SDK

1 Like
4

Unfortunately, config logs are the only ones Genesys have right now. However, they do have some affiliated products they recommend- eg. touchPointe TGCM. this tool is web based and generates reports about the skill changes and more. You may wanna look into it, if interested.