TotalNotReady for the agent

[fthierry]

Hi all,

We must find a stat for the TotalNotReady on an agent.
We have notice that the stat use the notReadyForNextCall but in our case we also want in this stat inboundCall and and outboundCall.
In fact, when our agents are in a kind of AUX, they have to make some outboundCall or inboundcall and we want thoses times in our stats NotReady.
Is it possible ??

For agent :

X  time in NotReady AUX1 = NotReady + outbound + inbound (for ReasonCode AUX1)
Y time in NotReady AUX 2 = NotReady (for ReasonCode AUX2)
...

Thanks

Fab

[cavagnaro]

To get the total NotReady time your stat must get on DNAction, not on Status. In this way you will calculate all the NotReady time even when they are talking.
Now combining the NotReady (Agent Statuses) with Talking Times It can be done if you mark them on your MainMask but what would reflect that?

[unfaced]

hm, if an agent is talking, the agent is busy and ready if you look at the extended view in CCP+

so talktime is not realy notready time

[Daimonas]

What you are looking for is possible but it would require you make two separate filters for your aux code. You may be already doing this, if you are monitoring AUX codes in CCPulse, which is to add a KeyValuePair when request work mode changes to identify the AUX code moving into.

Then you would use this filters against the Notready total time stat with CCPulse. To acheive the additional inbound and outbound time, you could ether create a stat that captures both or use your existing inbound/outbound stat and create a formula within CCPulse to total your not ready time and inbound/outbound.

[fthierry]

Thanks for all your replies.

I'm not expert in Genesys stats.
I'm an desktop Agent developper and I'm asked for developping a solution for this problem,through the desktop.
But I believe that it is not the job of the desktop to do this job, but the stat server and his parameters.

I will probably be back tomorrow if I can't explain your solution to our Genesys stat admin.

[cavagnaro]

[quote author=unfaced link=topic=2635.msg10297#msg10297 date=1196869655]
hm, if an agent is talking, the agent is busy and ready if you look at the extended view in CCP+

so talktime is not realy notready time
[/quote]

That is not exactly true.
A status is defined as the highest priority action (check statserver guide)
So I put my self on not Ready and do an OutboundCall, as Actions I have NotReady and Outbound, however my status will be Outbound as this has more priority than NotReady.

Same applies for Ready (WaitingForNextCall) action and status.

[Sylvainsjc]

I have recently participated to the Genesys RAD course and i agree with cavagnaro.

You must have a stat with Subject=DNAction to do this

[fthierry]

Thanks a lot,

our admin has done your solution and it's OK.


I'm very glad because
I'm not going to pollute my desktop with the stupid solution of our integrator.
He affirmed it was not possible to to.

[cavagnaro]

Good to know we helped, not always the integrators know everything about everything...sometimes a "Let me check" is a better answer than a "Not possible" answer

[eferreyra]

im feeling identified with fthierry

its easy for implementor consiltors and admins say "cant be done" and at the end here we are the developers engeniering a solution... we cant say "cant be done"...

[cavagnaro]

hehe and in the complete opposite side are the sellers who can't say NO to anything and we end with a mission of creating a human life lol

[unfaced]

yeah but it is hard for integrators too (like me) to implement all the stuff customers want, because often they want more and more but giving us not enough time to do this or want to pay the extra hours. That is a reason why we have to say no on some cases

(okay but your problem is not really a no go )

[cavagnaro]

What i do is ok, but is not part of the initial project, this will be later and will cost extra. Before this I do a discovery session for knowing what customer expect as basic to go with the project. When you do this their faces and asking for strange info is more calculated and they think more if they need it or not.

[eferreyra]

jeje, in our contact center, the genesys seller assure to increase the productivity twice, before genesys the operators already have an average of 1:30 in call and 40 seconds maybe of after call work to the next call.

the twice of productivity is phisically impossible but they still reclaim, and guess to who ?

[cavagnaro]

ho! increase productivity? that is adangerous word. I say we will reduce operational times, according to the business process of the customer of course.
If you mantain exact number of agents, do screen popup with efficient system (CRM) and desktop application (softphone) you will reduce work time of agents, do automatic outbound dialing will also increase productivity. If you put an IVR with a good logic and autoservice will also reduce costs and time of agents, this will increase the number of customers you success to attend.
Many factors to check and see.