Show real time view of breaks/lunches

[Neil]

Hi,

I am relatively new to using CCpulse and i have an issue that i'm really struggling to figure out.  I understand how to create real time views and have agetns seperated into different departments as well as colour code there activities.  The issue lies with when an agent takes a break or goes on lunch, this currently shows as 'Not ready.'

I'm positive there must be a way to create a view whereby an agent who is NOT READY due to being on a break/lunch is either flagged in CCpulse as a different colour or even in a seprate real time view.  I know that I can get CCpulse to show which agents have taken breaks and even gone over on there breaks etc however it is difficult to see who is actually on a break at any one time.

Any assistance would be appricated

Thanks!

[cavagnaro]

search here for Reason Codes.

[Gulden_NL]

cavagnaro is correct.  Here's the link: [url=http://www.sggu.com/smf/index.php?action=search]http://www.sggu.com/smf/index.php?action=search[/url]

[JTL]

What if an Agent switches from one reason code (eg Meeting) to another (eg Break) after an hour, for a 10 minute break.

Our CC Pulse view shows the agent has had 1hr 10mins of "Break", when they return to their desk, which is incorrect.

How can I work around this?

[tony]

You should create a KVP per Break Type in your softphone app, then associate and build each KVP into a Filter in your StatServer. Next create a series of Stats (based on [s]AgentNotReady[/s] edit: TimeInNotReady) on a View in CCP which displays each Break type from the Filters and also an overall Stat (based on [s]AgentNotReady[/s] edit: TimeInNotReady) with NO Filter.

In this way, you can show each Break Type separately and also show an overall Time for AgentNotReady, for clarity.

HTH?

Tony

[JTL]

Unfortunately, the approach isn't scalable if you have more than a couple of different Reason Codes.

It would be nicer to be able to drill-down the "TimeInNotReadyState" and have it reset when the Reason Code changed, but I can't immediately think of a way to do this.

[tony]

Hi JTL...

I'm slightly confused - the original poster asked a different question to yours and you are stating that scalability is an issue...  My answer may suffice for the original poster but your question raises scalability as an issue...

I expect that there is a Threshold>Action which could be applied, as and when the attached data KVP/Filter changes but I've not actually written that one up before....

Tony

[Dionysis]

I think what JTL is trying to say is that if you have a set of reasons for NR time and you create filters for them it will be fine.  Then some bright spark decides on a new one (this has happened to me many times), you need to then create new filters for the new reasons.  In our environment this has happened so many times that we've abandoned the concept of displaying reason codes in CCPulse unless a specific contact centre requires it.

I don't think there is a way to do this without creating a specific filter for each reason.  At least nothing that's obvious. 

[cavagnaro]

No there is not, but I don't think that it is too heavy to do it...come on, create a filter is 2 minutes and add it is another 5 and the report another 10, put in working another 5. Come on guys, train a guy to do this job and it is easy as make a pancake.

[kowari]

Maybe for you... You haven't seen me try to make a pancake!

[cavagnaro]

hahaha true true, well... boil water? better example? lol

[Dionysis]

You're right cav, it's not difficult.  However when you have an environment with 50 separate contact centres in a single tennant environment creating new filters for every new iteration of 7 or 8 different reason codes it become very difficult, very quickly.

If only our developers and business analysts could spell "standardised"... :p

[cavagnaro]

Hum well I do agree...however I think there is no other way...everything on the task itself is simple, what is not simple is the management of the CC itself...
Hard to tell