Hello,
I would like to consult with everybody about the reason and time of NotReadyNextCall as there are some problems regarding this matter.
My plan is to change the color of reasons of NotReadyNextCall 5 minutes later after it's CCPulse. For example, if the reason of NotReadyNextCall is lunch, the reason spot will turn to red color at CCPlulse.
I read Genesys manual about "Threshold.StatReasons" but don't know the meaning of Threshold.StatReasons="lunch".
I created the reason codes 01~03 indicating lunch, toilet and so on, then applied the following Threshold codes to the time of NotReadyNextCall.
【if (Threshold.StatValue > 10 and Threshold.StatReasons="lunch") then
Threshold.Result = true
end if】
If the time of NotReadyNextCall is more than 10 seconds and the reason of NotReadyNextCall is lunch, the action is applied to a red color for threshold. However, Threshold.StatReasons="lunch" doesn't work.
There are two possible solutions.
1.
statserver sets following codes
Category=CurrentState
MainMask=*
Objects=Agent
Subject=DNAction
2.
If (Threshold.StatValue = StatAction.SDNANotReadyForNextCall and Threshold.StatReasons = "1;1") then
Threshold.Result = True
end if
As they don't work, I would like to use Threshold.StatReasons = “lunch” instead.
I will really appreciate it if you could help me think of better ideas.
Thank you very much.
