thanks for the reply , but it will not be a good idea for daily usage as I will need to provide a solution for call center supervisor to view the report daily at the beginning of the shift . CLI will be good for 'us' the system admin .. but not the FLM
Original Message:
Sent: 01-16-2024 14:54
From: Anton Vroon
Subject: Skills - Which agents have a specific skill assigned?
@Alex Goh Have you tried using the Genesy CLI?
I use this little command
(gc users list -a --expand="id,skills" | ConvertFrom-Json) | Select-Object id, name, title, state, department, @{Name="Skills"; Expression={$_.skills.name}}, @{Name="Prof"; Expression={$_.skills.proficiency}}
Which gives a list of users, their skills and their proficiency level for those skills. Which you can then filter, separate values to columns etc
Edit: To export to CSV, just add this to the end | Export-Csv -Path .\FileName.csv -NoTypeInformation
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Anton Vroon
Original Message:
Sent: 01-16-2024 11:09
From: Paul Simpson
Subject: Skills - Which agents have a specific skill assigned?
I will see if I can find it, but some time ago, I created an Excel Workbook which accessed the API to download a list of users and Skills and then create a cross-reference table with the proficiencies in it (for those with skills assigned.) It also gave a summary of how many agents had the skill at each proficiency level.
I will see if I can dig it out and post details.
Word of warning, though - it's slow! (about 600 Users / 100 Skills took anything up to 30 minutes to process) so not useful for real time reporting.
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
Original Message:
Sent: 03-05-2021 11:37
From: Brenda Wynne
Subject: Skills - Which agents have a specific skill assigned?
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
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Brenda
Alcon Vision LLC
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