Hello guys. I have a rather specific question.
I am trying to implement WFM routing without using WFM routing rules in IRD.
The way that is configured is that the targeted activity is specified as an option on a transaction list, ie. test_activity_1
The strategy reads that option and then targets the call to an agent group named WFM!test_activity_1. URS automatically creates virtual agent groups based on the names of all configured activities in WFM.
This works fine, but unfortunately I can’t find a way to monitor these virtual agent groups that include agents scheduled for a specific activity using CCPulse.
CCPulse reads the agent groups that are configured in the configuration layer only. Even if I configure a virtual agent group with a script matching the skill used for the activity, it is worthless since for example 100 agents have the skill but only a subset is scheduled for that activity at any time. The VAG however shows all logged in agents that match that activity.
Does anybody know of a way to monitor in realtime these WFM agent groups?