Hi, 

In Genesys PureConnect can we check if an agent is available in a workgroup having a particular skill? If yes, it will be really helpful if someone can explain how i can achieve this. 

Example: 

Suppose a workgroup(XYZ) contains agents with multiple skill (A, B, C and D), not necessary all the agents have all the skill, can i check if an agent is available(logged in) within the workgroup(XYZ) who is having Skill A?

Like, Below are the agents logged in with following skill

Case1:
Agent1: B,C
Agent2: B,D

Here is should return as No or Zero as no agent is logged in with Skill A

Case2:
Agent1: A,C
Agent2: B,D

Here is should return as Yes or 1 like that as agent is logged in with Skill A

Thank you in advance!!
#Handlers

------------------------------
Raghav Gupta
------------------------------

Hi Raghav,

I think Available and Logged-in are different terms,

Available : Agent is available to take any incoming ACD calls, when he/she logged into Interaction Desktop/Connect.
Logged-in : Refers whether agent is logged in or not to interaction desktop/Connect.

If you are checking agent availability with particular skill to take up any incoming ACD, try below steps,  

Step 1: Get all the user list with Particular skill in a work group using "GetDSAttrs".
Step 2: Use "Lookup/lookup list" tool to find the availability of users. 
Step 3: Use "is Alterable" tool find user is alerting or not.

If alert is successful you can confirm user is available.

Thanks.

------------------------------
Venkoba Adeshappa
Philips Electronics North America
------------------------------

Original Message:
Sent: 09-14-2019 10:48
From: Raghav Gupta
Subject: Check agent availability within a workgroup with a particular skill

Hi,

In Genesys PureConnect can we check if an agent is available in a workgroup having a particular skill? If yes, it will be really helpful if someone can explain how i can achieve this.

Example:

Suppose a workgroup(XYZ) contains agents with multiple skill (A, B, C and D), not necessary all the agents have all the skill, can i check if an agent is available(logged in) within the workgroup(XYZ) who is having Skill A?

Like, Below are the agents logged in with following skill

Case1:
Agent1: B,C
Agent2: B,D

Here is should return as No or Zero as no agent is logged in with Skill A

Case2:
Agent1: A,C
Agent2: B,D

Here is should return as Yes or 1 like that as agent is logged in with Skill A

Thank you in advance!!
#Handlers

------------------------------
Raghav Gupta
------------------------------

Thank you  Venkoba, that helped.

------------------------------
Raghav Gupta
Accenture USA
------------------------------

Original Message:
Sent: 09-16-2019 03:32
From: Venkoba Adeshappa
Subject: Check agent availability within a workgroup with a particular skill

Hi Raghav,

I think Available and Logged-in are different terms,

Available : Agent is available to take any incoming ACD calls, when he/she logged into Interaction Desktop/Connect.
Logged-in : Refers whether agent is logged in or not to interaction desktop/Connect.

If you are checking agent availability with particular skill to take up any incoming ACD, try below steps,

Step 1: Get all the user list with Particular skill in a work group using "GetDSAttrs".
Step 2: Use "Lookup/lookup list" tool to find the availability of users.
Step 3: Use "is Alterable" tool find user is alerting or not.

If alert is successful you can confirm user is available.

Thanks.

------------------------------
Venkoba Adeshappa
Philips Electronics North America

Original Message:
Sent: 09-14-2019 10:48
From: Raghav Gupta
Subject: Check agent availability within a workgroup with a particular skill

Hi,

In Genesys PureConnect can we check if an agent is available in a workgroup having a particular skill? If yes, it will be really helpful if someone can explain how i can achieve this.

Example:

Suppose a workgroup(XYZ) contains agents with multiple skill (A, B, C and D), not necessary all the agents have all the skill, can i check if an agent is available(logged in) within the workgroup(XYZ) who is having Skill A?

Like, Below are the agents logged in with following skill

Case1:
Agent1: B,C
Agent2: B,D

Here is should return as No or Zero as no agent is logged in with Skill A

Case2:
Agent1: A,C
Agent2: B,D

Here is should return as Yes or 1 like that as agent is logged in with Skill A

Thank you in advance!!
#Handlers

------------------------------
Raghav Gupta
------------------------------

Hi Raghav,

May I ask what you use-case is? (i.e. what are you doing with the information?)

@Venkoba Adeshappa is correct in saying that Logged in and Available are different (there is also Active....)

The OOB functionality of ACD is to only route interactions to the agents with the required skills, so this kind of check should not be required.
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