Combining same stats from different VQs into one in CCPulse

[rainmasterrr]

Hi All, we have a problem with calls that are overflowed from a WFM target block having their CurrentMaxWaitTime in CCPulse reset to 0 (zero). We have contacted Genesys and we're advised that this is by design and the only way we can retain the wait time is by checking the 'Clear Target' checkbox in the target block. However, this checkbox is not available in WFM target blocks and that we should submit a feature request in order to have it.

We're advised to use a workaround which is using two VQs and then do the math in CCPulse. My question is, how do I do this in CCPulse? I assume that I would need to have a Queue Group where these two VQs belong to. But then if I have two different VQs, a call that arrives at these two separate VQs will be counted as two different calls in CCPulse? How do I 'link' these two calls so that I can use formulas to do the required math? Thanks.

[rpenney]

You can use the function ClearTargets.
This function is the same one that is used by a Selection block. All the check box does is automatically put this function in for you AFTER the target and wait for timeout.
It even says this in the manual 

[rainmasterrr]

Figured out in fact the WFM block actually behaves as if it has ClearTarget permanently checked. I found a workaround that is targetting a dummy agent with the VQ before it branches out and uncheck ClearTarget on the dummy.

[tomnagel]

is any other option available apart from Clear Targets i have problem with its parameters.

[rainmasterrr]

What problem and what are you trying to do? Would be nice if you can create a new thread for your questions.