Genesys Cloud - Main

 View Only
Discussion Thread View
  • 1.  Buld Manage Users/Skills

    Posted 12-03-2019 10:35

    Is there a way to manage skills in a bulk fashion?  We are moving to less queues and more skills to handle calls in our organization, we had 30+ queue per user and that doesn't scale.  It made it very hard to monitor calls coming in and ensure people were in queue etc.

    The new structure is 4-5 major queues for the org based on department/function and all calls flow into those categories with skills assigned.  Agents will now have 10ish skills but that will change over time.  

    I would love to find a way to export all users and their skills or better yet, all skills with all users then allow us to alter those skills/users and reupload to update the users.  

    Is there any way to do this?


    #ArchitectureandDesign
    #PlatformAdministration
    #Routing(ACD/IVR)
    #SystemAdministration

    ------------------------------
    Jeremy
    ------------------------------


  • 2.  RE: Buld Manage Users/Skills

    Posted 12-11-2019 01:52
    You could design something through the API, but the new multi-select then choose Assign Skill from the People container is useful for mass assignment.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Buld Manage Users/Skills

    Posted 12-11-2019 03:01
    Edited by Paulo Mesquita do not use 12-11-2019 03:18
    This is very useful, but I what I don't like in the multi-selection is that you cannot select a user and go to the next page and also you cannot select a user and search for another one. In both cases, the selected users are unchecked.



    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------



  • 4.  RE: Buld Manage Users/Skills

    Posted 12-11-2019 09:31
    True on both points. Set your users per page to 200 for the later.  API could easily do a bulk change if you have a list of all user GUIDs.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Buld Manage Users/Skills

    Posted 12-11-2019 10:28
    For now we created groups that we can filter our users on and use the mass assign.

    It is a little scary that the default behavior of mass assign skill is to remove the users skills.  This should be the opposite, bad design to default to deleting data.



    ------------------------------
    Jeremy
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources