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Skills reporting

  • 1.  Skills reporting

    GCAP Member
    Posted 09-24-2020 14:21
    We would like to report on the skill required when a call was answered, and the proficiency of the agent that answered the call. I am currently looking into using the CustomACDPostAlert to gather the info, assign it to an attribute, and map the attribute to the InteractionCustomAttributes table.
    Has anyone done this type of thing before?
    #Reporting/Analytics

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    Tim Cannon
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  • 2.  RE: Skills reporting

    Posted 29 days ago
    Hi Tim,

    You can assign the skill to the call in Interaction Attendant on Transfer to workgroup step and that will be automatically reported on the system.



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    Mohammed Bazzi
    Viacomms Telecom KSCC
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  • 3.  RE: Skills reporting

    Posted 17 days ago
    Edited by Anagha Chandere 17 days ago
    We are using set Attribute and Setting up Skill to Eic_AttDynamicWorkgroupSkills. And Using Advanced Setting To Transfer skills on workgroup Transfer.

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    Anagha
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  • 4.  RE: Skills reporting

    Posted 17 days ago
    Hi Tim,

    The best way to report skills and transfer calls according to the configured skills to the agents is setting the attribute first then using Advanced Workgroup Transfer option. You have an option to select configured skills in the Advanced Workgroup Transfer.

    You may also activate this feature by using Interaction Attendant.

    Best Regards

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    Cenk Gunduz
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