Pulse Template / Stat

[fatman]

Hi,

Hope someone can help me on here, I have set up a pulse template to show the usual vq level stats answered, abnd, wait etc... however i would like to add a stat on the same template to show how many of the answered calls where answered by a specific agent group.

Would this anyone be able to point me in the direction of how to do this please

Thanks,

F

[Kubig]

And what is not clear for you within this task?

[cavagnaro]

The step by step procedure including the thinking part of creating filters on StatServer to do the magic...
That kinda of guidance...

[fatman]

So.. im new to this so bare with me, setting up filters on stat server for wfm im good, same for building basic stats.. however what im not sure of.. is whether its possible to build a stat in stat server, to tell me handled inbound interactions by specific agent group.

my thinking is... if i could build this stat i could apply it to pulse template and it would give me the number of interactions handled on any particular vq by this agent group.

If this is a source of contention I am sorry, I am just looking for some help to achieve the goal.. whichever way id much appreciate.

F

[Kubig]

Just use the statistic "TotalNumberOfInboundInteractions" on GroupAgents object type - it is not related to the Pulse directly, it is about statistic model in general. So, try to learn more about Genesys statistics.

[fatman]

Thank you guys.. so what I am gleaning from this is (excuse dodgy terminology) .. if i set up a filter for a KVP on pulse ss, apply the filer to the new pulse stat im building.. lets say.. handled agent group a.

it will filter only handled interactions for these agents with matching kvs?

[Kubig]

In this case, there is no reason for using the filter on statistic level.

[cavagnaro]

If you are talking about VQ then VQ is assigned to a Target, unless you have multiple AG on that target then getting the VQ will mean how many interactions that AG got. No need to filter.
Problem comes when you have Multiple incoming points (RPs) and only one target as a single AG and you don't have VQ.
So, the question is, from where you wanna extract info?

How many calls the VQ got and where answered? - > Get from VQ, no filters (if 1 AG)
How many calls of type A, B and C does the AG got? -> Filter by A, B and C will be needed and then you apply to the AG or agents directly.

All depends on your exact question and from which POV you wanna get the reports from

[fatman]

Again thank you for your time and patience.

So this VQ has multiple AGs.  I do not have multiple incoming RPs target one AG.

However I want to create separate AGs within the target AGs of the VQ.

And I want to show in pulse what these nonrouting AGs have handled off a giving VQ.

[cavagnaro]

And what is the point? Then just grab common AG report if there is nothing to differentiates from each
You need to modify your strategy and attach some data and then filter by it