CCPulse Threshold

[PFCCWA]

hello,

We want to create a threshold in ccpulse where we can apply a color action when an agent has been in a inbound call for longer than 5 minutes.
Is this possible?
The statistic I want to use is AgentState where we can currently see states like CallInbound and the time in this state.  I can apply a threshold/action for the state itself (ie In an inbound call turn the cell green) :
[i]' Threshold will be true when agent reach exact
' status Inbound Call

if Threshold.StatValue = StatAction.SDNACallInbound then
  Threshold.Result = true
end if[/i]

However want to add time into this. Tried the following which although the script tests successfully does not work when the inbound call goes above 5 minutes:
[i]' Threshold will be true when agent reach exact
' status Inbound Call

if Threshold.StatValue = StatAction.SDNACallInbound and Threshold.StatValue > 299 then
  Threshold.Result = true
end if[/i]

Thanks.

[Tambo]

Hi Wa,

if ( Threshold.StatValue > 299) then
    Threshold.Result = True
else
    Threshold.Result = False
end if

We use this for not ready and it works

Tambo

[PFCCWA]

Hello,

This doesnt work for me, I am thinking it is due to the type of statistic being used.

The statistic (CurrentAgentState) is as follows:
Category: CurrentState
MainMask: *
Objects: Agent
Subject: AgentStatus

When the statistic displays CallInbound (00:05:00) or more I want it to change colour to sky blue, however when under the 5 minute time, we want it to be green.
If I use:
[i]if Threshold.StatValue = StatAction.SDNACallInbound then
  Threshold.Result = true
end if[/i]
the action of changing green works BUT
If I use:
[i]if ( Threshold.StatValue > 299) then
    Threshold.Result = True
else
    Threshold.Result = False
end if[/i]
OR
[i]if Threshold.StatValue = StatAction.SDNACallInbound and (Threshold.StatValue > 299) then
  Threshold.Result = true
end if[/i]
It does not work.
Either my formula in the threshold is wrong or is it not possible for this statistic.

If I use the 'statvalue > 299' threshold against a statistic with a category of CurrentTime, it works.
Thanks,
WA

[spin]

hi - does actiondelay work?

i.e.

if Threshold.StatValue = StatAction.SDNACallInbound then
    Threshold.ActionDelay = 300   
    Threshold.Result = true
end if

[PFCCWA]

Hello,

Yes ActionDelay works however we lose the ability to apply a colour action to the stat until the threshold is met.

For example we want the field to be green when agent is in callinbound state, then change to red if that callinbound state exceeds 5 minutes.  Action delay will leave the stat as the default colour , then change to red after 5 minutes.
I have offered a workaround by adding another column specifically for time in inbound where we can achieve this.
Im sure there are ways round this however it is not critical enough to spend the time finding out at the moment.

Thanks.

[Tambo]

Hi WA,

my apologies no it doesn't work for this type of stat, in fact having issues with it myself. Will let you know when done

Tambo

[p0wl]

Sorry for bumping such an old thread, but I'm having this exact same issue.  Does anyone know of a resolution?

[Flávio]

Hi,

lets get this more simple....yes it is possible.

the threshold you need to criate is the standard one for the value >299. so far so good.

the easy way i made that is to create the view on CCPulse to show me the statistic i want (in your case CallInbound/Agent or DN status filtered) and then add that threshold in that column. after that you only need to create the action to turn that in the color you want.

you need to have the threshold like that:

if ( Threshold.StatValue > 299) then
    Threshold.Result = True
end if

the main thing you need to have here is the exactly column created in your view to show you the stat you want.

thinking a little more you might have an single column that changes the status of the agent and you want to validate that column when it will be in the call inbound state. in that case i made the same but thinking diferently....in our customer they do not want the agent to be in any state more then 10 min so we created the exactly threshold as above with the correct value and no matter what is the statistic it will turn red after the 10 min and the supervisor will kill the agent after that (just kidding  ).

please let me know if worked so i can be more specific in any way....

cheers,

[Kob9n]

Maybe it helps you... http://www.lakshmikanth.com/ccpulse-thresholds-and-actions-a-simple-workaround/


I did so:


For Yellow color or for yours

For Red or your color.

if Threshold.StatValue = StatAction.SDNACallInbound or Threshold.StatValue = StatAction.SDNACallOutbound then
    Threshold.ActionDelay <= 20 (for example) 
    Threshold.Result = true
end if




For Red or your color.

if Threshold.StatValue = StatAction.SDNACallInbound or Threshold.StatValue = StatAction.SDNACallOutbound then
    Threshold.ActionDelay >= 21  (for example)
    Threshold.Result = true
end if

and did 2 Simply Tresholds.

Yellow

CCPulseNotifier.SetColor(Color.Yellow)

Red

CCPulseNotifier.SetColor(Color.Red)


and for awesoume feature i use WAV audio alert

Create the Genesys sound object
Set SoundObject = CreateObject("GsSampleTEObjects.GsActionSoundObject")

'Specify the full path to a WAV file in order to play it.
SoundObject.PlaySoundFile("C:\Windows\Media\Tada.wav")


Sorry for RUS lang 
[img]http://i10.pixs.ru/storage/8/8/9/44png_7748418_20423889.png[/img]

[cavagnaro]

That wav needs a DLL which is included in the Ccpulse installation folder, unless you have installed last version which has it already embedded