Skill Changes in Avaya CMS V12

[Analyst]

Currently we change Agent Skills throughout the day depending on call volumes, shrinkage, etc. I am looking for an easier way to revert agents back to their original skills on a daily basis.

Currently, we either make skill changes by individual or we utilize the skill change for more than one agent by using one agent as a template.

This is very cumbersome and time consuming. I am wondering if there is a way to change skills by Agent Group? Or, is it possible to do it the way we are doing it and simply save it as a script so that we can run the script at a later time.

Thanks for any input you may have.

[Jbartolucci]

You may want to look at the Avaya Business Advocate product. Business Advocate can be configured with business rules to automatically manage agent skill assignments based on multiple criterias.

[Rachana]

Hi,
You can make call taking people Multiskill so there will not be much change.

[MHawkins]

If you are making the same skill changes daily at the same time, you might consider using time tables. Time Tables are macros that are developed in the CMS emulator (in other words, on the server itself - not in Supervisor) which can be auto set to change agent skills at certain times.

The tables are somewhat cumbersome to set up, but will save you a great deal of time in conducting the same task every day.

One more note - Business Advocate does not auto change skills of agents. Business Advocate queues calls to reserve agents using predefined service level threshold so that when the queue length meets a certain threshold (e.g, 2 minutes), agents with that skill as a R1 level then begin receiving those calls as long as the service level for the primary skill of those reserve agents are not at risk.

[DaveG360]

I have a solution to this one. I have an Excel spreadsheet that creates a supervisor script based upon its inputs. It then executes the script to make the changes. If you know some VB then this should be reasonably easy.

[keshavj]

hi Dave,

are you able to share the spreadsheet/ script.