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Available System Attributes for Skill Proficiency/Desire to Use?

  • 1.  Available System Attributes for Skill Proficiency/Desire to Use?

    GCAP Member
    Posted 08-19-2020 15:45
    I'm looking to see if there are currently any established system attributes for skill proficiency and desire to use.  It would be helpful to display this detail, along with the skill attribute, when looking at active calls in a given workgroup queue.

    Any assistance would be greatly appreciated - Thanks!
    #PlatformAdministration
    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Barry Farrington
    PureConnect Cloud Administrator
    FedPoint
    fedpointusa.com
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  • 2.  RE: Available System Attributes for Skill Proficiency/Desire to Use?

    GCAP Member
    Posted 08-20-2020 09:20
    In the directory view there are columns for skill proficiency and skill desire to use for the agents (not sure exactly in which release this was added), in the queue you can add a queue column with Eic_AcdSkillSet, this will show you the skill required for that interaction, "ACD Wait Reason" queue column will tell you the reason an interaction is waiting including if you have agents available but don't have the necessary skill proficiency.

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    Eliezer Stekel
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  • 3.  RE: Available System Attributes for Skill Proficiency/Desire to Use?

    GCAP Member
    Posted 08-20-2020 13:30
    Thanks for the follow-up.

    We're in the process of upgrading to 2020 R2 this weekend and already have it deployed to our Dev server.  I did find the proficiency/desire to use columns in the directory view.

    Currently, I have our workgroup queue views set to pull in workgroup and skill.  It would be helpful to have the means to see the proficiency and desire to use indicators that align to the skill assigned to the active call, as most supervisors/managers are going to look there first in the event that a call may or may not have routed correctly, based on current skill assignment and other skill configurations.

    If these attributes are not currently in existence, then we'll have to use what's available in the directory view as a work-around.

    Thanks!

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    Barry Farrington
    PureConnect Cloud Administrator
    FedPoint
    fedpointusa.com
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  • 4.  RE: Available System Attributes for Skill Proficiency/Desire to Use?

    GCAP Member
    Posted 08-20-2020 14:46
    Thing is that proficiency and desire to use are configurations on the agent - not on the interaction, that's why these are directory columns, and unless you're using custom ACD the proficiency level does not make a difference in terms of agents who are eligible to get the interaction in question or not, any agent who has the required skill will be eligible to get the call regardless of proficiency level, proficiency level will only make a difference as to WHICH agent gets the interaction first when using regular ACD,

    If you are using custom ACD however, then you can easily add any info to a custom attribute and set up a queue column to view that info.

    Hope this helps.

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    Eliezer Stekel
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