DSA change agent login 1

[VNS1000]

Can anyone help with a DSA issue. I'm trying to change agent skills overnight by using the IMPORT function. However the job fails on certain agents due to duplicate skills. For example an agent might have skills 11,12,13 and the import might be set up for the agent to have skills 12,13 for the next morning but the system sees skill 13 in the third skill column so it fails. Has anyone come across this before. Someone suggested putting in """" in the cells but the system only wants digits. I can see the system only updates those fields with data in and leaves those fields without data as they were originally so it's a bit of a pain

THx

 

[scottyjohn]

create 20 dummy skills and put them on a template. update the agents with this import 1st and then run the actual skills you want to assign John

http://www.eagle-i.co.uk

 

[G van Hamburg]

You can also try to do two imports.

1st run the remove command to remove all agents involved followed by the 2nd which adds the same agents with the changed skills.

Better test it first but I did this a few times without any problems.

Thing is that it's a undocumented feature of DSA.

 

[scottyjohn]

Yeah I think that would work also but I think the worry of deleting all my agents and then adding them again would stress me out too much! :-D John

http://www.eagle-i.co.uk

 

[VNS1000]

Should have this before but I have been running a delete agent job followed by an add job for 2 yrs now but like scottyjohn I'm always worried that it will fail. Once put AM instead of PM for the add jobs so the agents couldn't log in one morning -horrible. Its failed twice in two years and I'm trying to find a good solution with change agents. The problem with using dummy skills is that these dummy skills will show on the agents Callmasters on View stats and I don't want this. Wish Lucent would create a for this.

Thanks for the advice !

 

[scottyjohn]

The dummy skills wont be displayed to agents as you would be overwriting them with their genuine skills during the process which would be scheduled to happen at night? John

http://www.eagle-i.co.uk

 

[G van Hamburg]

I think I found a solution:

Try "find and replace" instead of import and export.

 

[VNS1000]

Scotty,

Well the agents in the the call centre are normally assgned between 1-5 skills depending on their experience. If I import dummy skills first and then overlay that with another import say with real skills. If one agent only has two skills the 3rd,4th and 5th dummy skills would still the same. The Vu-display button show calls waiting for each of 6 skills so this would confuse some agents I think. Hope I understood your suggestion correctly.
Brandaris -I'll certainly give Find and Replace a go. I'll let you know how I get on Thanks

 

[VNS1000]

Brandaris,

Find and Replace doesn't work for this kind of issue. Its only good if you want to select one or more agent logins for which you want to change the one or more fields with the SAME VALUE. Obviously the value or entry for SN1,SN2 will be different so unfortunatelt this won't work. Thanks for the advice though.

Scottyjohn,
What I will do is blank out the first three characters on the hunt group form which show on the VU0Stats. This way the dummy skill name will not show - only 0 in each of the stats fields.

 

[G van Hamburg]

VNS1000,

I finally see your point. I'll ask Avaya what the're going to do in future releases of DSA.

Plan your work............Work your plan

 

[VNS1000]

You have to put " "(quote,space,quote) in the skills you want top blank out rather than "". This works on the IMPORT using Change 'agent-login' now. Found the answer when checking the help file on Find and Replace. Applied this to IMPORT and it works as well.
Since the team leader of the call centre updates the nightly resets(Agent login template) for Changeing agent skills once a week I'll have to make an Excel macro to make sure " " is in every empty cell under SN and SL columns just in case. This will save me a lot of worry.

 

[scottyjohn]

Glad you got it workin! John

http://www.eagle-i.co.uk