Hello everyone,
In Genesys Pulse, in my "Agent Login widget" I did create a formula to translate the Reason code status of all operators into text.
The formula is working fine and is something like this :
[i]if ((Data.Reason.Value) == 1 ) Result = 'break';
if ((Data.Reason.Value) == 2 ) Result = 'Lunch';
if ((Data.Reason.Value) == 3 ) Result = 'Training';
if ((Data.Reason.Value) == 4 ) Result = 'Meeting';
if ((Data.Reason.Value) == 5 ) Result = 'IT Problems';
if ((Data.Reason.Value) == 6 ) Result = 'Expert';
if ((Data.Reason.Value) == 7 ) Result = 'Coaching';
if ((Data.Reason.Value) == 8 ) Result = 'Follow up';[/i]
etc...
we are using different codes/formula through our Service Desks (or agent groups) because the translation of those codes is not always the same in all departments.
Now, I would like to summarize those status into totals, showing the total number of operators in each "reason status", without showing agent names, so something like this :
break : 12
Lunch : 7
Training : 2
Meeting : 2
IT Problems : 16
Expert : 7
Coaching : 3
The best I could do right now is to create a new formula statistic for each status like this (exemple for "follow up" status) :
[i]if ((Data.Reason.Value) == 8 ) Result = 1 ;[/i]
based on this new statistic, and using the "Donut Widget", I am able to create a sum of all the operators in "Follow up" status but the issue is that I cannot hide the agent names...
I'm running out of ideas and was hoping someone here could help me
Thanks in advance and congrats for this great forum.
Gauthier.
Belgium
PS: is it possible to insert attachments ?
