How to build a stat on StatServer for showing current agent skill in CCPulse

[neilwarner]

Greetings,

I have built a filter for every VQ skill in my call centers PairExists("Activity","vqskillname").  By the way, should I use the label under Number or the Alias found under the DN information in CME?  I need help building the current statistic on the StatServer so I can view this information in CCPulse - Category, MainMask, Objects, Subject, etc.

I would like this stat to apply to Agent and Agent Group as well.  I found documentation here regarding the ability to show the Agents current skill on CCPulse views, but I am not able to figure out how to build the statistic on the StatServer.

I would like to be able to show the skill an agent is currently taking a call on several CCPulse reports.

Any help would be appreciated,

Neil

[Tambo]

Hi Neil,

in SS on options tab, filters, create your stat as
Skill_123
"PairExists["targetSkill","123"]"
do this also in DMA and SS for DS and restart all SS and DS

then create in CCPulse

Tambo

[neilwarner]

Big Red Crayon time here for me...

I am rather new to Genesys and I understand that SS stands for Stat Server, but please expand on the other abbreviations.

If I were building a stat in the Stat Server what exactly would I put in the options for the stat I would be building.  I see other stats with Category, MainMask, Objects, Subject, etc.  I would like to use this stat for agents and groups of agents.
Neil

[Tambo]

Hi Neil,

We all had to start at the beginning.

There are lots of posts for this but in the option tab of the stats server do you have already built lots of 'out of the box' stats there such as AgentLoginTime etc?

If so you should also have one called Filters. In here is where you build the filters that you need for CCPulse as per the last post.

You need to build this 'Filter' in both the P_SS_RT and B_SS_RT (real time stats servers) and also the primary and back stats servers for the Data Sourcer P_SS_DS

then build the filter in DMA and restart all of the stats servers and the Data sourcer.

If you dont have stats already built in the options tab, you're buggered, because you haven't scratched the surface yet mate (there are lots of them to build) and you need to look at the deployment guide

Tambo

[ExodusSS]

Just a quick point: StatServer Applications come with standard/available Statistics pre-defined.  So, if there are none within your StatServer Application - then somebody must have taken the time to remove them...

HTH?

ESS

[quote author=Tambo link=topic=6785.msg29518#msg29518 date=1320833845]
Hi Neil,

We all had to start at the beginning.

There are lots of posts for this but in the option tab of the stats server do you have already built lots of 'out of the box' stats there such as AgentLoginTime etc?

If so you should also have one called Filters. In here is where you build the filters that you need for CCPulse as per the last post.

You need to build this 'Filter' in both the P_SS_RT and B_SS_RT (real time stats servers) and also the primary and back stats servers for the Data Sourcer P_SS_DS

then build the filter in DMA and restart all of the stats servers and the Data sourcer.

[b]If you dont have stats already built in the options tab,[/b] you're buggered, because you haven't scratched the surface yet mate (there are lots of them to build) and you need to look at the deployment guide

Tambo
[/quote]

[neilwarner]

ESS,

The default and several other custom stats are visible in the current StatServer.  I am looking for assistance on how to build a new stat that I can use the current skills/activity filters on.  I would like to be able to show the skill/activity that an agent is current engaged with in a CCPulse view.  I don't see a default stat in the StatServer that will show the current skill/activity of an agent, and I am trying to build this.

Thanks,
Neil

[Kevin S]

Neil -
If you have access to the Genesys Support site, there is a Reporting Technical Reference, name appropriately, "Reporting Technical Reference Guide for the Genesys 7.2 Release" . This document breaks down and describes the common (and many of the uncommon) statistics available in Stat Server for CC Pulse, CC Analyzer, and other client apps. I recommend that you download and review it, as they answer may be in there.

I have not seen a 7.6 release for this guide, but I the content changed much.

Good luck and happy reading....

[Pranpong.S]

Hi,
From my experience i'm present another vision on ccpulse. I customize  bellowing :

Create all Virtual Agent Group to count the number of agent who has skill as far as the script in Virtual Agent Group.

Declare Script on Agent Group Property with the Script Tab.

But I'm sorry i do not remember script command. If do you still want this customize please me know I will contact you back.

Pranpong

[cavagnaro]

Annex Tab>Virtual section:
Option: script
value: Skill("Sales")>0

Good idea

[Tambo]

Hi Neil,

Ahhhhh, you don't actually need a stat built you want to make filters in CCPulse to view the call type??

in pulse select CurrentDNAction, change the name of it (in properties) to the desired skill, and select the 'filter' of that skill. Do this for all of the skills needed so you may have 10 or so of these built.

select formula and then put in this script in (once changed to suit). Hide all the filtered columns, job done

result.Text = CalculateReason();

function CalculateReason()

{

if (ccpulse.Real_Time.Skill 1("Skill 1")>0)
  { return "Skill 1 ";}

if (ccpulse.Real_Time.Skill 2("Skill 2")>0)
  {return " Skill 2 ";}

if (ccpulse.Real_Time.Skill 3("Skill 3")>0)
  {return " Skill 3 ";}
}

[neilwarner]

Sorry for the confusion, but I have built something similar to this for Not Ready Reason codes in the past, but thought I needed  to build a stat not a formula. 

Thanks for this information, I will build the formula similar to your notes, and give it a try.

Neil

[Tambo]

glad to help!!!