Generating count for total agents logged in to Genesys environment

[vrbros]

Hi,

We are working with a big Telecom service provider for their CTI inbound setup with AVAYA WVR and Genesys.

The customer has two types of agents, one that login using the Genesys custom CTI toolbar and get screen popup’s and the agents that login in directly to ACD using the AVAYA phones. Both types of agents might use the same Place for their operations at different times.

Now, using CCPulse, when we check the count of the total agents logged in on the places monitored by TServer, we get the count including both Genesys agents and non Genesys agents. Is there any way that we can have the count only representing the Genesys agents?

CHEERS!!

Ritesh

[cavagnaro]

I think I read this question...here? Or was in the other forum. Any way, the fact that you can monitor the other agents means that they are Genesys agents too. Maybe not in operational mode of work but yes in the way that Genesys can monitor their DNs. Maybe you can try to Cound the logged in agents on each Queue and have a Queue for Genesys workers and another for non-Genesys workers.

[tony]

There are quite a few threads in this Forum around this subject.  Try searching for LOGIN Table...

Tony

[vrbros]

Hi,

The same agents may log in using the Genesys Agent desktop at one time and directly into the ACD using hard phone at another. So technically they log in to the same queue at both times.

Any way of differentiating the agent’s login method from any TServer event?

CHEERS!!

[ecki]

Hi,

Well, you could implement in to your softphone reason KVP for request loggin, so all agents who would use softphone will always have the reason code along with the loggin request and this you could then simply use to buildup filter to discriminate between softphone and non-softphone users in CCPulse for stat loggedin.

Cheers,

e.

[cavagnaro]

ecki, as far as I remember this only works if you capture the event login, however not when asking how many agents are logged in with a stat...will try tomorrow again

[ecki]

Well id does work, however the stat will rise when agent will complete the login action with action logout.

[vrbros]

Dear Ecki,

I understand what you say. The reason i didn't implemented this is because of the following scenario in our production floor:

- Agents log in using the Genesys Agent Desktop (lets assume here that it is sending the custom KVP here)
- Stat server acknowledges the same and increases the count of total number of agents logged in
- When the agent wants to log out, he has two options, press Logout button on Genesys Agent Desktop or press the "Hook" button/ Headset button on the AVAYA phone because it too triggers logout event via ACD
- If the agent presses the Logout button ---- NO ISSUES, as we can again send a KVP for stat server to decrement the count
- If the agent presses the "hook" button or the headset button, the agent still logs out (called Hard logout) but our stat server does not receives any custom KVP to understand that a Genesys agent has logged out. 

Another scenario is where, lets say, there was a PC problem and the softphone was terminated forcefully.

So here in this scenario, the count on stat server increases but on logout, we might not be able to decrease the count.

Please note, i have about 1600 seats with a total of about 3500 agents working in shifts. And about 99% of agents use Hard logout instead of using the logout button on softphone.

CHEERS!!

[tony]

Ritesh - can we return to the problem statement?  What are you trying to achieve - the number of Agents Logged in to the Genesys environment?  Would you consider counting the absolute number of checked out SDN Licenses... on FlexLM?

Tony

[vrbros]

Tony, I need total number of agents logged in using the Genesys Agent Desktop. For the current environment, the same agent can log in using the GAD or directly using the AVAYA phone.

The solution is for supervisors and other manegerial people, FLexLm's console might not be a good option here.

CHEERS!!

Ritesh

[ecki]

Vrbros

It is enough when the reason is with request agent loggin. It does not have to be with request agent loggout as well. So you are safe in any case. Important is that agents are using softphone when they are logging in. Then the softphone can die and still Stat server will capture the right statistics because the loggin event is counted. I just tested it.

Cheers.

E.

[cavagnaro]

Well easy too, if this works try ~(PairExists("KEYLOGIN","*") to count agents who can't send a KVP (hardphone) and (PairExists("KEYLOGIN","*") to count agents who can login using GAD or a softphone made by you.

Another thing you may use is in GAD go to http://genesys/gdesktop/admin and see al the agents logged in using GAD...

[ecki]

Hi Vic,

Sorry for this question, but I do not have deep knowledge about GAD yet . So here is the question. What exactly you can get with this link you provided?

Cheers,

e.

[cavagnaro]

Vic <> Cavagnaro <> Vic <> caVagnaro....only see the V in common...
In that section the admin can see who is using GAD and even logout the agents or get some data from them.

[ecki]

Sorry Cav my mistake. Thanks for answer. As I expected. It is the current status.

Cheers,

e.