CCPulse filtering on attached data

[Grzegorz Ostrowski]

I would like to have statistics separately for each 'skillgroup'.
My routing strategy assigns call to 'skillgroup' base on attached data. So my idea was to define filter (PairExists("SkillGroup",a), PairExists("SkillGroup",b).. SkillGroup is a variable defined in IRD Interaction Data) and apply it to needed statistics. Unfortunately I cannot choose PairExists filters in statistics properties (with other filters e.g. DNIS=351 I haven't got any problems) I do not see those filter and I see them in CM and DMA. Does anybody have an idea why?

[Dave]

Depending on which version you're using, have you tried setting up virtual agent groups and routing to them? Essentually you just set up an agent group, and configure the properties to indicate the skill associated to that group in the Annex tab of the agent group. You can then route to the agent group, and report on that agent group as well. It's covered in the documentation, assuming you're using version 6 or later.

[Grzegorz Ostrowski]

I haven't tried it because I need statistics which are in QueueView(not applicable to AgentGroup) like e.g. number of calls waiting in a queue, average speed of answer or % of answered/abandoned calls.

Grzegorz