Hi,

We defined Not Ready reasons on 'Master level' and on 'Channel level' . Some Not Ready reasons are applicable for all channels (like Meal) but we noticed some agents still select these on Channel level. This leads to non logical combinations were a user is for instance on 'Not Ready Meal' for Voice and on 'Not Ready Channel dedication' for channel e-mail.
Hence, I would like to simplify and work out a solution where on Master level most of the Not Ready reasons are available and where on Channel level only few Not Ready Reasons are available. Most important trigger to keep few Not Ready Reasons on channel level is channel dedication. For mail dedication the agent needs to be able to receive mails and being Logged in but not ready for Voice in order to perform Outbound calls.
It looks like the standard Intelligent Workspace Edition can not handle this.

Anyone some suggestions how to tackle without old school workarounds of skill management ?

Cheers
P
#ArchitectureandDesign
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#SystemAdministration

------------------------------
Philip Leenders
Agoda Thailand
------------------------------

Hi Philip,

Using the regular Workspace options, there is no way to achieve what you want.

Maybe you can achieve what you want with WDE Extensions, but I don't know exactly what code/adjustments you would have to implement...
 
https://docs.genesys.com/Documentation/IW/8.5.1/Developer/AbouttheExtensionSamples

------------------------------
Rafael Marciano
------------------------------

Original Message:
Sent: 01-29-2019 23:26
From: Philip Leenders
Subject: Simplification of Not Ready codes

Hi,

We defined Not Ready reasons on 'Master level' and on 'Channel level' . Some Not Ready reasons are applicable for all channels (like Meal) but we noticed some agents still select these on Channel level. This leads to non logical combinations were a user is for instance on 'Not Ready Meal' for Voice and on 'Not Ready Channel dedication' for channel e-mail.
Hence, I would like to simplify and work out a solution where on Master level most of the Not Ready reasons are available and where on Channel level only few Not Ready Reasons are available. Most important trigger to keep few Not Ready Reasons on channel level is channel dedication. For mail dedication the agent needs to be able to receive mails and being Logged in but not ready for Voice in order to perform Outbound calls.
It looks like the standard Intelligent Workspace Edition can not handle this.

Anyone some suggestions how to tackle without old school workarounds of skill management ?

Cheers
P
#ArchitectureandDesign
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#SystemAdministration

------------------------------
Philip Leenders
Agoda Thailand
------------------------------

For info on setting the state, you can refer to these chain of commands.
Oh, and if you want to see what WDE is currently doing when the agents are selecting it, a good tip is to turn on debug logging and then check out the log file.

------------------------------
Jason Mclennan
Commonwealth Bank of Australia
------------------------------

Original Message:
Sent: 01-29-2019 23:26
From: Philip Leenders
Subject: Simplification of Not Ready codes

Hi,

We defined Not Ready reasons on 'Master level' and on 'Channel level' . Some Not Ready reasons are applicable for all channels (like Meal) but we noticed some agents still select these on Channel level. This leads to non logical combinations were a user is for instance on 'Not Ready Meal' for Voice and on 'Not Ready Channel dedication' for channel e-mail.
Hence, I would like to simplify and work out a solution where on Master level most of the Not Ready reasons are available and where on Channel level only few Not Ready Reasons are available. Most important trigger to keep few Not Ready Reasons on channel level is channel dedication. For mail dedication the agent needs to be able to receive mails and being Logged in but not ready for Voice in order to perform Outbound calls.
It looks like the standard Intelligent Workspace Edition can not handle this.

Anyone some suggestions how to tackle without old school workarounds of skill management ?

Cheers
P
#ArchitectureandDesign
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#SystemAdministration

------------------------------
Philip Leenders
Agoda Thailand
------------------------------

We have the same issue with the reason codes giving us non logical combinations. From an omnichannel/blended interactions point of view, it does not make sense. 

It would be great if this could be changed in a future release.

------------------------------
Hayley Jones

------------------------------

Original Message:
Sent: 01-29-2019 23:26
From: Philip Leenders
Subject: Simplification of Not Ready codes

Hi,

We defined Not Ready reasons on 'Master level' and on 'Channel level' . Some Not Ready reasons are applicable for all channels (like Meal) but we noticed some agents still select these on Channel level. This leads to non logical combinations were a user is for instance on 'Not Ready Meal' for Voice and on 'Not Ready Channel dedication' for channel e-mail.
Hence, I would like to simplify and work out a solution where on Master level most of the Not Ready reasons are available and where on Channel level only few Not Ready Reasons are available. Most important trigger to keep few Not Ready Reasons on channel level is channel dedication. For mail dedication the agent needs to be able to receive mails and being Logged in but not ready for Voice in order to perform Outbound calls.
It looks like the standard Intelligent Workspace Edition can not handle this.

Anyone some suggestions how to tackle without old school workarounds of skill management ?

Cheers
P
#ArchitectureandDesign
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#SystemAdministration

------------------------------
Philip Leenders
Agoda Thailand
------------------------------