BCM450 r6 - How to identify all skillsets an agent is assigned to

[VoiceOfJoe]

This has been a nagging problem for us in our BCM environment and I've given up on trying to keep a static spreadsheet to manage a association matrix of agents to skillsets. It's too much work to keep up given our environment. BCM450 r6 with 100+ agents and 40+ skillsets. People are constantly moving in/out of skillsets so I have to rely on the CallPilotManager to query who's assigned to what.

The problem: I can't easily determine which skillsets a specific agent is assigned to without stepping thru all of our skillsets... a real pain in the A*&^.

One of the reasons I inquired in an earlier posting as to a reporting API into the BCM's callpilot manager config to pull and report on this information.

Is there something I'm missing here? Given the number of agents, skillsets and unique and changing combinations of agents-to-skillsets, this is my challenge. Is Avaya doing anything in future releases to address this "simply" issue?? Maybe a simple Agent-to-Skillset-Association report in Reporting for Contact Center.



Any feedback would be appreciated.
VOJ

 

[pkellow]

Did you try running the other RCC reports, such as configuration or agent average by agent?

 

[snowman50]

Did you try the reports in call pilot ..

go to reports- configuration reports.

Here is a sample report which shows the agents and the skill sets they are assigned to

Contact Center Parameters
-------------------------
Version: CallCenter_41.02.60.16_08_12_2008
Primary Alert: 00:00
Secondary Alert: 00:00
Enable CC Reporting Data Stream: Y
Reserved Channels: 1
Supervisor Help Request Timeout: 12 s
Supervisor Help from: all skillsets
Enable Caller ID: None


Contact Center Agents
---------------------
ID Name Skillsets Priority Supervisor Auto Answer Missed Call
-- ---- --------- -------- ---------- ----------- ----------- ------------
1 Main 1 10 Y N
2 Victoria 1 20 N N
2 10 N N
3 Laura 1 10 N N
3 10 N N
4 Lesley 1 10 N N
4 10 N N
5 Aidan 1 10 N N
5 10 N N
6 Jason 1 10 N N
6 10 N N
7 Rory 1 10 N N
7 10 N N
8 Christine 1 10 N N
8 10 N N
9 Agent9 1 10 N N
9 10 N N
10 Agent10 1 10 N N
10 10 N N

 

[VoiceOfJoe]

Good point. I checked out CallPilot - System Configuration report and albeit a bit large (36 pages), I was able to scroll down to the end and find all agent info and which skillsets they are associated with. This will help me save time.

Thanks for the tip!
VOJ