Author Topic: Help creating an Historical/Real Time Report in CCPulse+ 8.1  (Read 566 times)

Offline Eric Z.

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Hello I have been challenged to create an agent based report in Genesys CCPulse+ 8.1. This report would show interval performance so far for the day along with the agentís current status as well. Below is a rough sample of what I would like to create:

Agent Name   Current Status   Calls Answered   AHT   Time in ACW   Time in AUX
Current Interval               
Interval 1               
Interval 2               
Interval 3               
Interval 4               
Interval 5               
Interval 6               
Interval 7               
Interval 8               
Interval 9               

Iíve used templates to create reports in Genesys CCPulse+ before, both real-time and historical. I have not done anything that combines both and includes interval information in the same report as well.
My questions are:
ē   Can it be done?
ē   If so, is there an available template I could modify to fit my requirements?
If you have any questions or if I have omitted important information please let me know.

Thanks in advance!

Offline marmota

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Re: Help creating an Historical/Real Time Report in CCPulse+ 8.1
« Reply #1 on: July 08, 2020, 05:55:21 PM »
Hi! As per my understanding, it's not possible to mix Hist and RT metrics at one report at CCPulse.

What I'd suggest is creating custom report grabbing historical data directly from database (DataMart or InfoMart) and adding current status via Web API (WWE or GMS).

Offline cavagnaro

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Re: Help creating an Historical/Real Time Report in CCPulse+ 8.1
« Reply #2 on: July 09, 2020, 02:02:31 PM »
No, you can't, there is no such object at CCPulse that allows both
What you are aiming at is more a Dashboard