Author Topic: WFM routing and CCPulse+  (Read 119 times)

Offline literaln

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WFM routing and CCPulse+
« on: March 05, 2020, 08:06:37 PM »
Hello guys. I have a rather specific question.

I am trying to implement WFM routing without using WFM routing rules in IRD.

The way that is configured is that the targeted activity is specified as an option on a transaction list, ie. test_activity_1

The strategy reads that option and then targets the call to an agent group named WFM!test_activity_1. URS automatically creates virtual agent groups based on the names of all configured activities in WFM.

This works fine, but unfortunately I can't find a way to monitor these virtual agent groups that include agents scheduled for a specific activity using CCPulse.

CCPulse reads the agent groups that are configured in the configuration layer only. Even if I configure a virtual agent group with a script matching the skill used for the activity, it is worthless since for example 100 agents have the skill but only a subset is scheduled for that activity at any time. The VAG however shows all logged in agents that match that activity.

Does anybody know of a way to monitor in realtime these WFM agent groups?

Offline cavagnaro

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Re: WFM routing and CCPulse+
« Reply #1 on: March 05, 2020, 09:33:20 PM »
No... As you say, ccpulse will only monitor valid objects at CME.
IRD can't create objects at CME unless you develop some GW WS with PSDK

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