Genesys Cloud - Main

Hi all,

We are currently looking at transforming several queues in to one and instead working with skills with setting the skills from the IVR in the architect flow.

However I've stumbled upon quite a challenge connected to queue activity when trying out one queue with different skills (e.g. working with several languages). You have the possibility to in the list of waiting interaction see which skills are waiting. But say that i would like to get the total amount number based on specific skills. So we have several different supervisors who are responsible for different skill sets. Sometimes the total amount of waiting interactions could be of interest however typically they are interested in actually getting the total amount of waiting interaction based on the skills they are responsible for.

Is there any way of actually filtering the queue activity page based on skills or any similar way to work with this? The only solution i currently have found is to go to interactions and there do a filtering based on skills. However this is not efficient at all when trying to get a quick pulse on how your team (based on skills) are doing right now, amount of waiting interactions.
This would also effect the "My Queue activity" workspace, where the agents would see the total queue activity and not only based on the skills they have.

Together with this the EWT (estimated wait time) in the architect flow is based on Queue EWT, which would mean that if we have different skills based on language one - customer would get the global EWT instead of the actual language skill EWT.

Hopefully someone have had similar challenges and perhaps found a solution to this. Thanks a lot!

#Reporting/Analytics

------------------------------
Fredrik Jansson
Dustin AB
------------------------------

Hello Fredrik!  At this time we do not currently have support for realtime counters based on skills.  We are tracking an idea for this feature here:  https://genesyscloud.ideas.aha.io/ideas/WFMRTM-I-60  The engineering team has technical debt to get through before we can look into adding this additional load to the system so we're not able to communicate out dates at this time for the feature.  We have this functionality on our long term roadmap.

In the meantime, subdividing among different supervisors is recommended to be done in the queue level so that you can see counts waiting by queue, instead of waiting by skill.

------------------------------
Ryan Legner
Staff Product Manager, Genesys Cloud CX
------------------------------

Original Message:
Sent: 04-17-2023 04:27
From: Fredrik Jansson
Subject: Queue activity based on skill

Hi all,

We are currently looking at transforming several queues in to one and instead working with skills with setting the skills from the IVR in the architect flow.

However I've stumbled upon quite a challenge connected to queue activity when trying out one queue with different skills (e.g. working with several languages). You have the possibility to in the list of waiting interaction see which skills are waiting. But say that i would like to get the total amount number based on specific skills. So we have several different supervisors who are responsible for different skill sets. Sometimes the total amount of waiting interactions could be of interest however typically they are interested in actually getting the total amount of waiting interaction based on the skills they are responsible for.

Is there any way of actually filtering the queue activity page based on skills or any similar way to work with this? The only solution i currently have found is to go to interactions and there do a filtering based on skills. However this is not efficient at all when trying to get a quick pulse on how your team (based on skills) are doing right now, amount of waiting interactions.
This would also effect the "My Queue activity" workspace, where the agents would see the total queue activity and not only based on the skills they have.

Together with this the EWT (estimated wait time) in the architect flow is based on Queue EWT, which would mean that if we have different skills based on language one - customer would get the global EWT instead of the actual language skill EWT.

Hopefully someone have had similar challenges and perhaps found a solution to this. Thanks a lot!

#Reporting/Analytics

------------------------------
Fredrik Jansson
Dustin AB
------------------------------