re: vbscript for CCPulse needed please....

[Simon OBrien]

Hi all, great forum by the way, it is good to know that we are not alone with the problems had with Nortel and Genesys hybrid solutions and a lot of the stuff on here is applicable to the problems we experience....

now I have a request if anyone has the time to help me...

I have been trying to teach myself VBscript for the last couple of days but with not much success. I want to report on pulse by position and then add a threshhold which will hide logged in positions and show logged out positions. (so it almost becomes like a promt to let me know when a desk has become available....we use hot seating on busy days so that breaks do not affect compliment of staff)

below is the script i am trying to apply...

if Threshold.StatValue = StatAction.SDNALoggedOut  then
  Threshold.Result = true
else
  Threshold.Result = false
end if

The test function on the threshold wizard shows no errors but when I apply it to the call centre objects list on the bank of desks i want to look at, either nothing happens or they all disappear of the list.

I know this probably looks like something basic to do, but I just can't seem to apply it. Can anyone help???

Also, is there a resource available that shows commonly used vb scripts on pulse so the less able like myself can refer to them???

Keep up the good work everyone....brilliant site.

Simon.

[PK]

Hi,

first of all, why are you focusing on Positions and not Places? With Meridian, you have both Extension and ACD Position grouped into one place,I would look at places, because this will give you a lot more flexibility.

My initial guess was to go after DNAction statement - it is an instantenious (is it how you spell it?) event and since you are looking at the status, I would base my threshold on Status instead, but then I see that there is no such thing in CCP. So, I have focused on SDNALoggedOut and SDNALoggedIn. If LoggedOut not work, try LoggedIn.
Also, try to use () after if and see if this will change things.

I have a hunch that probably it has something to do with ACD Position. I am pretty sure it works with Agent object.

[guestuserJim]

Hi,

Do you apply the threshold to the "group of places", or to each individual "place"?
What call centre object lists are you applying the threshold to?
I ask, as I used your code but changed the StatAction to CallInbound. I applied the threshold to each place individually and  when a call came in it place disappeared.

[Simon_OBrien]

apologies for the confusion. It is places that I am looking at in the call centre objects. I am applying the threshold to the individual place and not a group of places. The aim is to have only logged out positions appear in the objects list. Does that make sense>>??


We are an outsourcer and our main KPI is max seating throughtout busy periods while maintaining 1% abandonment with less tha 2 secs TTA. At present we use a lot of management resource floor walking to ensure agents stay logged in. I want to replace this by having CCpulse show me when a position is logged out and then deploy resource to investigate.

I would have NOT READY included in the list but it overides logged out status when looking at switch so to keep it simple for now, I just want to know when the place is not logged in.

hope this helps..

cheers for the time invested so far..

Si

[guestuserJim]

Hi,

I don't think it's working because you are applying the threshold to a "place".
The Regular DN actions LoggedIn and LoggedOut do not affect DN Status. Therefore the Threshold won't work for this object.
Maybe someone can clarify this, as I'm not totaly positive this is correct.

[tony]

Slightly off-topic but a pet topic of mine;

Are you aware that there is a Genesys-derived Table you could be using to show who/how many Agents are logged in?  The Table is called LOGIN and the instructions for use and set up are available as a part of the StatServer, from 6.5 onwards.  Basically, it contains an entry record for every login and logout for the location and provides the AgentID a UTC Timestamp and 1 for login, 0 for logout.

You might find the Table useful as a method of recording real-time and/or historical logins and logouts.  There again, you might not.  Either way you know about it..!  

Have a peachy day,

Tony

[Peter K.]

[quote author=guestuserJim link=topic=1801.msg5825#msg5825 date=1156938235]
Hi,

I don't think it's working because you are applying the threshold to a "place".
The Regular DN actions LoggedIn and LoggedOut do not affect DN Status. Therefore the Threshold won't work for this object.
Maybe someone can clarify this, as I'm not totaly positive this is correct.
[/quote]

DNAction is for DN, but it should be propagating to place as well. Can someone run a test and check please?

[Scottyjohn]

Hi all,
SDNALoggedOut is only applicable for object AGENT.  To get a hide on whether an agent place is logged out I used the following applied to the place objects

if Threshold.StatValue = StatAction.SDNANotReadyForNextCall then
  Threshold.Result = true
end if


Hope this helps

[Simon_OBrien]

[quote author=Scottyjohn link=topic=1801.msg5848#msg5848 date=1157378624]
Hi all,
SDNALoggedOut is only applicable for object AGENT.  To get a hide on whether an agent place is logged out I used the following applied to the place objects

if Threshold.StatValue = StatAction.SDNANotReadyForNextCall then
   Threshold.Result = true
end if


Hope this helps
[/quote]

thanks for all the replies and time used so far. I have still not been able to get this to work. I have tried a number of of approaches but with not much success. I will look at the above script again because I am starting to realise that it is probably my logic that is letting me down thus far,

once again, thanks to you all for trying. Will let you know how this goes

Si

[Simon_OBrien]

it's working. I can't see logged out but I have devised a way of translating when that is the case with the status.

thanks again

your help has been invaluable.

Si

[Kim]

What did you do to make it work?

[Simon_OBrien]

[quote author=Kim link=topic=1801.msg5925#msg5925 date=1158323853]
What did you do to make it work?
[/quote]

I used the script:

if Threshold.StatValue = StatAction.SDNANotReadyForNextCall then
  Threshold.Result = true
end if

and applied the action to change colour to RED and then set up each of the banks of desk to be in order as list views with in teh template. When applying the threshold, it will show all positons not in a state to recieve a call. I have an A4 plan with DN and Genesys naming conventions for each desk. The managers job will now be to look at the CCP with place view, verify if the place in NOTREADY state has exceeded a set amount of time yet to be agreed, refer the place name to the floor plan and send someone over to throttle the agent with a spare headset jack that I have at my desk. The curly ones don't work properly but the straighter ones have the desired affect....oh and and then manage the issue real time.

hope that helps.

Si