CCPulse different agent view for Voice and Email

[danbranc]

Hi,

How can I have 2 real-time stat in CCPulse for agents, depending on what service type they are registered (email/voice).  If they are “Not Ready” for emails and “Ready” for voice , in group statistics that agent will be count as “Not ready” and I don’t have a precise view on how many agents are ready for the Voice call.

[catanirex]

You can use filters on Mediatype. There are filters for VOICE and EMAIL_MEDIA shipped with Genesys.
Or you can define different stat parameters for voice and email, using the Mediatype=email in the statistical definitions.

Take a look in the statserver documentation!

[ecki]

That would not work for non call stats.

[catanirex]

Yes it works :-)

Of course you need to use Genesys 7/8 and Multimedia and Statserver 7.6 or 8. And also you need to to some careful testing depending on if you have more than 1 DN of each media on the place. (Physical DN for voice and capacity rule for email)

Example:
[Ready_Email]
Category=CurrentNumber
MainMask=WaitForNextCall
MediaType=email
Objects=Place,Agent,GroupPlaces,GroupAgents
Subject=DNStatus

[Ready_Voice]
Category=CurrentNumber
MainMask=WaitForNextCall
MediaType=voice
Objects=GroupAgents
Subject=AgentStatus

[danbranc]

I confirm. Yes , it works. Thanks !!!