CCPulse: Agent, Agent Group

[Bombus_]

Hi, I'm new on CCpulse.

We have been struggeling with a few things here.

1.
I would like to see if we have agents logged in with the right skills to a Queue.
And set a Threshod to go off if there's no agent logged in to take the calls that's transferred to that Queue.
Is this possible, and how do i do it?

2.
Can i make a Template that tells me how many agents thats currently are loggged in?
And in that case, shouldn't I be able to create a Threshold that goes of if there's less than 1 agent logged in?

In this case i don't want to see the agents that's available, i want to se those thhat are Logged in, and "at work" so to speak.

Mvh
Marcus

[exchelente]

You need agent group view in CCPulse+ using the stats below.  Build virtual agent groups defined with a skill expression and create a view for those agent groups.  Apply simple threshold and action as needed to show 0 logged in or 0 ready.

[CurrNumberLoggedIn]
Category=CurrentNumber
MainMask=*, ~NotMonitored, ~LoggedOut
Objects=GroupAgents, GroupPlaces
Subject=AgentStatus

[CurrNumberWaitStatuses]
Objects=GroupAgents, GroupPlaces
Subject=AgentStatus
Category=CurrentNumber
MainMask=WaitForNextCall