Eservices

[Noufal]

Dear Expert,

All inbound interaction in pulse show call in inbound , i can not differentiate either Voice ,Chat or Email.

How can i get this ?

[cavagnaro]

Create a MediaType filter, check the forum before asking pls

[Noufal]

not able to filter it

[Kubig]

Why you are not able to filter it? It is working properly...Try to be more specific

[gkhnvrl]

Hi,
Is there a way to differentiate voice/interaction login statutes for the same AG ?
It's OK to show call stats act mediatype, but I couldnt succeed in showing loginstatus act media for an AG. It just shows all logins, so I cant understand whether an agent w chat capacity logged in.

[n3vek7]

[quote author=gkhnvrl link=topic=10876.msg49538#msg49538 date=1521534122]
Hi,
Is there a way to differentiate voice/interaction login statutes for the same AG ?
It's OK to show call stats act mediatype, but I couldnt succeed in showing loginstatus act media for an AG. It just shows all logins, so I cant understand whether an agent w chat capacity logged in.
[/quote]

Use a dedicated skill for chat and create a virtual agent group with this skill. I believe this is the best and easiest way to achieve what you need.

[GenesysNewbie]

Noufal

At least in CCPulse you need to edit the template and point the filter you need to apply (voice/email ...).  Pulse should be the same, just check your template looking for sth similar.


Hope this helps you.

[jamesmurphyau]

You can do this in Pulse by creating a copy of the "Agent Login" Widget and adding a few fields.

Below is how I've defined these fields

Voice Status Field:
IsFormula: Yes
Display Format: String
Alias: AgentVoiceStatus
Formula: Result = G.GetAgentVoiceStatus(Data.Current_Status_KVP.Value);
ShowAgentStatusIcon: Yes

Chat Status Field:
IsFormula: Yes
Display Format: String
Alias: AgentChatStatus
Formula: Result = G.GetAgentNonVoiceStatus(Data.Current_Status_KVP.Value, "chat");
ShowAgentStatusIcon: Yes

Email Status Field:
IsFormula: Yes
Display Format: String
Alias: AgentChatStatus
Formula: Result = G.GetAgentNonVoiceStatus(Data.Current_Status_KVP.Value, "email");
ShowAgentStatusIcon: Yes

I would attach a screenshot, but it appears I can't?

[Noufal]

HI James ,


Thank you for your positive attitude and i really not able where i have to do this in the pulse ?

[victor]

Hey,

I am a little bit concerned - in CCP do you see where you can define widgets?

If you do not see it, most likely  you do not have the privileges to do it. What privileges do you have assigned to the login you are using in config?

[jamesmurphyau]

You need to click the little settings wheel cog icon next to your name (on the left) in Pulse - then click widget templates or widget management or something that looks like that. From this panel you can manage widgets (create your own, create copies, etc).

Like victor said though, if you can’t see this then you don’t have permission to it.

[catanirex]

Please also not that CCP/CC Pulse (using templates) is NOT the same product as web base Pulse with widgets.
Many calls CCP for Pulse as well and this causes many confusions...

CCP is a thick installed GUI
Pulse is a plugin to GAX

[Noufal]

still, i am not able to fix it

[jamesmurphyau]

Yes.. my instructions are on Pulse, the web based tool - not CC Pulse. If you want this in CC Pulse, I’ve seen VBScript on the support site that lets you do this in CCPulse.

[Noufal]

we are using pulse on GAX. here i needed it.