Author Topic: NOT READY STATE CC PULSE  (Read 2693 times)

Offline Ramen

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NOT READY STATE CC PULSE
« on: October 11, 2014, 08:54:58 AM »
Team -

I need help in reflecting the current notready state in CC PULSE.

Here's the script I am using.

result.Text = CalculateReason();

 

function CalculateReason()

{
if (ccpulse.group("NotReadyTimes").statistic("Break")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("Break")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "Break (" + f + ")";
   }
if (ccpulse.group("NotReadyTimes").statistic("Lunch")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("Lunch")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(Lunch) (" + f + ")";
   }
if (ccpulse.group("NotReadyTimes").statistic("PeerCoaching")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("PeerCoaching")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(PeerCoaching) (" + f + ")";
   }
if (ccpulse.group("NotReadyTimes").statistic("QualityAssurance")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("QualityAssurance")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(QualityAssurance) (" + f + ")";
   }
if (ccpulse.group("NotReadyTimes").statistic("Restroom")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("Restroom")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(Restroom)(" + f + ")";
   }
if (ccpulse.group("NotReadyTimes").statistic("SiteMeeting")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("SiteMeeting")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(SiteMeeting) (" + f + ")";
   }
if (ccpulse.group("NotReadyTimes").statistic("SpecialProject")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("SpecialProject")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(SpecialProject) (" + f + ")";
   }
if (ccpulse.group("NotReadyTimes").statistic("SupervisorCoaching")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("SupervisorCoaching")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(SupervisorCoaching) (" + f + ")";
   }
 if (ccpulse.group("NotReadyTimes").statistic("SystemOutage")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("SystemOutage")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(SystemOutage) (" + f + ")";
   }
 if (ccpulse.group("NotReadyTimes").statistic("TeamMeeting")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("TeamMeeting")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(TeamMeeting) (" + f + ")";
   }
 if (ccpulse.group("NotReadyTimes").statistic("Training")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("Training ")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(Training) (" + f + ")";
   }
 if (ccpulse.group("NotReadyTimes").statistic("Union")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("Union")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(Union) (" + f + ")";
   }


 return " "
}

however it is not reflecting the real notready state of the agent.

i am thinking becuase I used the total time in the pre defined statistics in  CC Pulse Templates, upon reading some posts here I saw someone posted that the current time should be used instead.


appreicate your help.

Thanks,
Ram

Offline Ramen

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  • Posts: 4
  • Karma: 0
Re: NOT READY STATE CC PULSE
« Reply #1 on: October 13, 2014, 04:49:17 AM »
Team,

Need your help :(


Thanks,
RAm

Offline Kubig

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  • Posts: 2625
  • Karma: 41
Re: NOT READY STATE CC PULSE
« Reply #2 on: October 13, 2014, 09:43:25 PM »
What do you want to achieve? From your post is not clear.
Genesys certified professional consultant (GVP, SIP, GIR and Troubleshooting)

Offline Ramen

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  • Posts: 4
  • Karma: 0
Re: NOT READY STATE CC PULSE
« Reply #3 on: October 22, 2014, 03:35:45 AM »
I am trying to display the notready reason for the current state but I am not able to achieve it.

Thanks,
Ram

Offline kbreboot

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  • Posts: 12
  • Karma: 0
Re: NOT READY STATE CC PULSE
« Reply #4 on: November 12, 2014, 03:22:51 PM »
Did you resolve your problem?

Offline dtissona

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  • Posts: 1
  • Karma: 0
Re: NOT READY STATE CC PULSE
« Reply #5 on: February 23, 2020, 04:16:13 PM »
Team -

I need help in reflecting the current notready state in CC PULSE.

Here's the script I am using.

result.Text = CalculateReason();

 

function CalculateReason()

{
if (ccpulse.group("NotReadyTimes").statistic("Break")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("Break")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "Break (" + f + ")";
   }
if (ccpulse.group("NotReadyTimes").statistic("Lunch")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("Lunch")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(Lunch) (" + f + ")";
   }
if (ccpulse.group("NotReadyTimes").statistic("PeerCoaching")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("PeerCoaching")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(PeerCoaching) (" + f + ")";
   }
if (ccpulse.group("NotReadyTimes").statistic("QualityAssurance")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("QualityAssurance")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(QualityAssurance) (" + f + ")";
   }
if (ccpulse.group("NotReadyTimes").statistic("Restroom")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("Restroom")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(Restroom)(" + f + ")";
   }
if (ccpulse.group("NotReadyTimes").statistic("SiteMeeting")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("SiteMeeting")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(SiteMeeting) (" + f + ")";
   }
if (ccpulse.group("NotReadyTimes").statistic("SpecialProject")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("SpecialProject")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(SpecialProject) (" + f + ")";
   }
if (ccpulse.group("NotReadyTimes").statistic("SupervisorCoaching")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("SupervisorCoaching")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(SupervisorCoaching) (" + f + ")";
   }
 if (ccpulse.group("NotReadyTimes").statistic("SystemOutage")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("SystemOutage")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(SystemOutage) (" + f + ")";
   }
 if (ccpulse.group("NotReadyTimes").statistic("TeamMeeting")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("TeamMeeting")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(TeamMeeting) (" + f + ")";
   }
 if (ccpulse.group("NotReadyTimes").statistic("Training")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("Training ")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(Training) (" + f + ")";
   }
 if (ccpulse.group("NotReadyTimes").statistic("Union")>0)
   {
   var d = ccpulse.group("NotReadyTimes").statistic("Union")
   var h = Math.floor(d / 3600);
   var m = Math.floor(d % 3600 / 60);
   var s = Math.floor(d % 3600 % 60);
   var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
   return "NotReadyForNextCall(Union) (" + f + ")";
   }


 return " "
}

however it is not reflecting the real notready state of the agent.

i am thinking becuase I used the total time in the pre defined statistics in  CC Pulse Templates, upon reading some posts here I saw someone posted that the current time should be used instead.


appreicate your help.

Thanks,
Ram


Greetings all,

I realize that this is an old thread, but still hoping someone can help. I'm trying to achieve the same thing with Pulse (not ccpulse). I need to display the duration in a each NotReadyForNextCall reason (custom reason codes for break). Currently, if agent is changing the status from one break status to another break status, I need the duration to reset on the display. I see that the above formula achieve this on ccpulse....

Any help will be appreciated.
Thanks.