Virtual Agent Group in Skill based Strategy

Voice & Telephony
1

We have 2 sites and we are using skill based routing.The requirement is that least occupied agent irrespective of the site (enterprise level) should get the call.

In order to implement the same, I created Virtual agent group in CME in which the script provided has the switch names on both the sites and the required skill and its level. For e.g.(LoggedIn(“sw_sit_ger_con”) & Skill (“English_Skill”) = 10)|(LoggedIn(“sw_sit_Ita_clt”) & Skill (“English_Skill”) = 10).But I am not getting the agents reflected in CME

I am targetting directly a Virtual agent group; i.e. in the target block I am specifing Agent group, virtual agent group name created in CME and the enterprise stat server having connections to both tservers in those 2 sites.And I am using StatAgentOccupancy as the statistic.

The calls are not coming to the test phone although in the logs it says is routed.

one error noticed in the logs is as follows:

M_W_ [10:14] stat server ERROR < Incorrect ‘Object’ parameter (must be SObjectAgent) >
M_W [10:14] stat server statistic error: server < ss_sit_tcc_con_rtg_pri >, statistic < StatAgentOccupancy >, object < vag_TCC_Skill_Max@ss_sit_tcc_con_rtg_pri.GA >

2

Linalf,

You cannot use the statistic “StatAgentOccupancy” when target type is “Agent Group” (physical or virtual). See more information on page 548 of “Universal Routing 7.2 Reference Manual”.

René

3

Please suggest a statistic equivalent to StatAgentOccupancy that can be used for VAGs.

4

Linafl,

You don’t need to select any statistic on Selection box. There are two reasons for that:

  • Using statistic doesn’t make sense in case of having just one target specified
  • URS doesn’t expand the target to its underlying level (for example the agents belonging to Virtual Group) in case of using meta-objects (group) as the target (this statement isn’t true for the statistics StatAgentLoading and StatAgentLoadingMedia)

But don’t worry. URS applies automatically the statistic StatAgentLoading to the agents when searching for the target.

René

1 Like