Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Skills - Which agents have a specific skill assigned?

    Posted 03-05-2021 11:37
    Currently, there is not a way to get a list of agents who are assigned a specific skill.  I thought that at least there would be an API call - but there isn't.  Do any of you know how to find this information?  I know that I can see what skills an agent has assigned to them, but I do not know how to find which agents have a specific skill other than to go through and look at everyone's profiles.  Surely, something this helpful and basic is possible, right?

    I submitted an idea - Idea ANA-I-318 requesting this functionality be added.  So, if you're like me and need to be able to get this info, but don't know how to - please vote!!

    Thanks,
    #Omni-ChannelDesktop/UserInterface
    #QualityManagement
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #SystemAdministration

    ------------------------------
    Brenda
    Alcon Vision LLC
    ------------------------------


  • 2.  RE: Skills - Which agents have a specific skill assigned?

    Posted 03-05-2021 19:25
    Hi Brenda

    One way of doing it - which may or may not be what you need at the end - is to go into the performance\agents view.  Remove all metrics from the view but make sure in your filter you've got that skill listed at least.

    You can then export that output to Excel.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 3.  RE: Skills - Which agents have a specific skill assigned?

    Posted 03-09-2021 11:00
    thank you.  That is a creative approach for us to try in the interim

    ------------------------------
    Brenda Wynne
    Alcon Vision LLC
    ------------------------------



  • 4.  RE: Skills - Which agents have a specific skill assigned?

    Top 25 Contributor
    Posted 12-06-2021 10:30
    When I filter the skill it doesn't filter and just shows anyone on a queue

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 5.  RE: Skills - Which agents have a specific skill assigned?

    Posted 03-08-2021 14:48
    we also have a similar use case, we rely on skills in our organization for call routing and its frustrating to see assigned skills for agents from profile view for each agent, it would be simple and easy to see list of assigned agents and ability to activate and deactivate skills from ACD skills view just like Queues. I voted for this feature to be implement in near future.

    ------------------------------
    Ajay Kumar Vadluri
    Kroll Information Assurance Inc.
    ------------------------------