Author Topic: Focus Reporting  (Read 187 times)

Offline phosphoproteome

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Focus Reporting
« on: May 16, 2018, 10:44:37 PM »
Hi everyone,

I'm using PSDK and trying to determine what my options are for recording focus states/durations of interactions at the agent desktop. WDE has the option to keep track of focus duration and we already know how WDE reports that back to the interaction server. This is an option for us, but WDE appears to keep a running total and reports the total time at the end of the interaction. Instead, we are wondering if there is a way to record each focus in/out state change rather than keep track of the total time since that more granular data may be valuable and total focus time could then theoretically be computed by aggregating the data in downstream processes. I see that the RequestAccept object has a property called InitialInFocusState which suggests that there might be a focus state tracking mechanism in Genesys, but I don't see any way to update that state after accepting. Anyone have experience with this or have any insight?