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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Original Message:
Sent: 08-20-2020 09:19
From: Eliezer Stekel
Subject: Available System Attributes for Skill Proficiency/Desire to Use?
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
Original Message:
Sent: 08-19-2020 15:44
From: Barry Farrington
Subject: Available System Attributes for Skill Proficiency/Desire to Use?
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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