inContact Developer Discussion

[eleazar]

At ICUC, I heard mention of using a request agent for a skill that didn't have any agents logged in so that you can use the system to do some reporting for you on that call.  For the life of me, I can't get this to work. 

What I am trying to accomplish is:  if the caller knows their ID number - skill them to "knows id" otherwise, skill them to "doesn't know ID".  At this point, they then use the IVR to choose which department to go to and then they are skilled to the actual skill that is required to get to an agent.

Nothing shows up in the reporting for that first skill.  Is this because reporting only tracks the "final" skill that is used?  In contact detail, it shows them in queue for the first skill, then in queue for the new skill, however it isn't showing up on my reporting.

thoughts?

[logos]

IIf I remember correctly, you have to do a REQ AGENT for that to work, not a reskill.  Since there aren't any agents with that skill, it will just zoom along to the next action in the script.

[MarkR · Accepted solution]

Tyler is correct, it does require a REQAGENT.  However, whatever the last skill that contact was in wins.  So the use case you describe above will not provide what you want because you then go to an actual queue and will be reported as having gone to that queue.

You can publish a variable which can be retrieved via a call detail report, but that can be kind of messy.

[eleazar]

That's what I thought was going on because when I pulled the last request agent out, it would report just fine.  Well, back to the drawing boards on this one.  Thanks for the help everyone.