Formulas in Genesys Pulse

[Alan]

I'm currently building template in Genesys Pulse in preparation for migrating from CCPulse.

Not having a great knowledge of how formulas work in Genesys Pulse, I'm hoping for some pointers on the following formulas

Agent Status - In CCPulse I'm displaying this using stat type CurrentAgentState with notification mode set to Changes Based and Format set to StatusName (Hours:Min:Sec). Example of how this displays is CallInbound (00:01:15)

From what I've read, I think I can display the time in status in Pulse via formula Result = G.GetStatusDuration(Data.Current_Status.Value); but I'm unsure as to whether this will display only the time or whether it will also show the status (and if the status doesn't show, how do I make it show).

Can anyone help?

Reason Code - I'm looking to show the Reason Code selected by the Agent. Currently in CCPulse we have the following formula

if (ccpulse.group("Not Ready Code").statistic("Admin") > 0) {"Admin"}
else if (ccpulse.group("Not Ready Code").statistic("Additional Duties") > 0) {"Additional Duties"}
else if (ccpulse.group("Not Ready Code").statistic("Break") > 0) {"Break"}
else if (ccpulse.group("Not Ready Code").statistic("Coaching") > 0) {"Coaching"}
else if (ccpulse.group("Not Ready Code").statistic("Complaints") > 0) {"Complaints"}
else if (ccpulse.group("Not Ready Code").statistic("Demand Analysis") > 0) {"Demand Analysis"}
else if (ccpulse.group("Not Ready Code").statistic("Email") > 0) {"Email"}
else if (ccpulse.group("Not Ready Code").statistic("Escalation") > 0) {"Escalation"}
else if (ccpulse.group("Not Ready Code").statistic("Lunch") > 0) {"Lunch"}
else if (ccpulse.group("Not Ready Code").statistic("Meetings") > 0) {"Meetings"}
else if (ccpulse.group("Not Ready Code").statistic("Outbound Call") > 0) {"Outbound Call"}
else if (ccpulse.group("Not Ready Code").statistic("System Issues") > 0) {"System Issues"}
else if (ccpulse.group("Not Ready Code").statistic("Training") > 0) {"Training"}
else if (ccpulse.group("Not Ready Code").statistic("Walk Away") > 0) {"Walk Away"}
else if (ccpulse.group("Not Ready Code").statistic("Wrap Up") > 0) {"Wrap Up"}
else if (ccpulse.group("Not Ready Code").statistic("Not Ready") > 0) {"Not Ready"}
else {" "}

Again, I'm unsure how this will carry across to Genesys Pulse but it seems to have a standard formula to show Reason Code as follows

Result =
G.GetReasonCodes(Data.Current_Status.Value);

This feels too simple so I'm hoping someone has some ideas on the way forward for this one

Thanks and apologies for the essay

Alan

[G.Line]

I am trying to achieve the same results - did you ever find a solution?

[Kubig]

https://docs.genesys.com/Documentation/EZP/latest/User/RTRFormulas

[G.Line]

Plase forgive my ignorance - I am very green.

I have been referencing the page you linked, but am not sure on how to apply the formula

My not ready reason codes are referenced on the Pulse stat server as filters such as

Name: Filters/NRPIBreak
Section: Filters
Option: NRPIBreak
Value: PairExists("ReasonCode", "Break")

I have attempted to apply the formula as such

Result = G.GetReasonCodes(Data.Current_Status.PairExists("ReasonCode", "Break"));

but only receive error 'Widget configuration is incorrect'


Where am I going wrong?

[Jones]

According to the manual:

Get reason codes corresponding to the current status of the agent from all media types. Reason codes can be obtained only for the following agent statuses: LoggedIn, AfterCallWork, NotReadyForNextCall, WaitForNextCall.

This is correct for:

[ExtendedCurrentStatus]
Category = CurrentState
MainMask = *
Objects = Agent
Subject = DNAction

With formulas:
Result = G.GetAgentNonVoiceStatus(Data.Current_Status_Email.Value, 'email');
Result = G.GetAgentVoiceStatus(Data.Current_Status_Voice.Value, 'voice');


If you use this stat it will also show your own custom reasons: (no formula needed)

[ExtendedCurrentStatusReasons]
Category = CurrentStateReasons
MainMask = *
Objects = Agent
Subject = DNAction

Edit:

How I use it currently, with explanation as I see this is a FAQ on this forum.


[ExtendedCurrentStatusReasons]
Category = CurrentStateReasons
MainMask = *
ReasonStartOverridesStatusStart = yes
Objects = Agent
Subject = DNAction

To show agent status reason we need to create the following:
- Statistic in Stat Server: [ExtendedCurrentStatus] and [ExtendedCurrentStatusReasons]
- Statistic in Pulse that refers to [ExtendedCurrentStatus] and [ExtendedCurrentStatusReasons]
- Formula that refers to created Pulse statistic [ExtendedCurrentStatus] --> must refer to Alias name and must be present in that template. (Check the box for Hide Statistic on this one)

Two different formula's and Alias' are required to differentiate Voice (calls) and Non-Voice (email)
The filters EMAIL_MEDIA and VoiceCall need to be applied to the Statistic in Pulse.

Which are:
Result = G.GetAgentNonVoiceStatus(Data.Current_Status_Email.Value, 'email');
Result = G.GetAgentVoiceStatus(Data.Current_Status_Voice.Value, 'voice');



I hope this makes sense...

[G.Line]

Thanks for laying that out, Jones - I was able to get the results I was looking for !

Much appreciated,
G.Line

[Jason16v]

Old topic, but I was wondering if you could post what the CCPulse+ statistic definition looked like for walkaway?

else if (ccpulse.group("Not Ready Code").statistic("Walk Away") > 0) {"Walk Away"}

Thanks in Advance!

[Tambo]

have you tried searching ?

[brentymf]

Hey,

I wanted to reply to your message but apparently I can only write one message per hour...

I am using Pulse (not CCPulse). Would be forever in your debt if you could send me some screenshots.

Personal email should be in the original message I sent you. :-)

[Jones]

E-mail has been sent with screenshots and more explanation in details how to do this.
Pay it forward.

[tomparker12]

According to the manual:

Get reason codes corresponding to the current status of the agent from all media types. Reason codes can be obtained only for the following agent statuses: LoggedIn, AfterCallWork, NotReadyForNextCall, WaitForNextCall.

This is correct for:

[ExtendedCurrentStatus]
Category = CurrentState
MainMask = *
Objects = Agent
Subject = DNAction

With formulas:
Result = G.GetAgentNonVoiceStatus(Data.Current_Status_Email.Value, 'email');
Result = G.GetAgentVoiceStatus(Data.Current_Status_Voice.Value, 'voice');


If you use this stat it will also show your own custom reasons: (no formula needed)

[ExtendedCurrentStatusReasons]
Category = CurrentStateReasons
MainMask = *
Objects = Agent
Subject = DNAction

Edit:

How I use it currently, with explanation as I see this is a FAQ on this forum.


[ExtendedCurrentStatusReasons]
Category = CurrentStateReasons
MainMask = *
ReasonStartOverridesStatusStart = yes
Objects = Agent
Subject = DNAction

To show agent status reason we need to create the following:
- Statistic in Stat Server: [ExtendedCurrentStatus] and [ExtendedCurrentStatusReasons]
- Statistic in Pulse that refers to [ExtendedCurrentStatus] and [ExtendedCurrentStatusReasons]
- Formula that refers to created Pulse statistic [ExtendedCurrentStatus] --> must refer to Alias name and must be present in that template. (Check the box for Hide Statistic on this one)

Two different formula's and Alias' are required to differentiate Voice (calls) and Non-Voice (email)
The filters EMAIL_MEDIA and VoiceCall need to be applied to the Statistic in Pulse.

Which are:
Result = G.GetAgentNonVoiceStatus(Data.Current_Status_Email.Value, 'email');
Result = G.GetAgentVoiceStatus(Data.Current_Status_Voice.Value, 'voice');



I hope this makes sense...

I'm currently trying to configure the above and have a few questions...
- Statistic in Stat Server: [ExtendedCurrentStatus] and [ExtendedCurrentStatusReasons] - this has been done and added to stat server

- Statistic in Pulse that refers to [ExtendedCurrentStatus] and [ExtendedCurrentStatusReasons] - are these two new statistics on my Pulse Widget?

- Formula that refers to created Pulse statistic [ExtendedCurrentStatus] --> must refer to Alias name and must be present in that template. (Check the box for Hide Statistic on this one) - my formula would look something like this?
Result = G.GetAgentNonVoiceStatus(Data.ExtendedCurrentStatus.Value, 'email');
Result = G.GetAgentVoiceStatus(Data.ExtendedCurrentStatus.Value, 'voice');

Thanks for the help!

[Jones]

send me a PM with your e-mail and I'll send you a mail with more detailed instructions

[tomparker12]

send me a PM with your e-mail and I'll send you a mail with more detailed instructions

Thanks

[tomparker12]

Has anybody been able to break out the ReasonCode per Media Type rather than having them all concatenated together?

Thanks,

[Jones]

Nope. I have tried many times and failed all of those times.

Edit: perhaps I should give it another try as the 9.0 release notes state:

Display format Status. This new display format is applicable only for statistics using Statistical Type ExtendedCurrentStatus. It allows to specify values displayed for the status (icon, name, media, duration) and to select current status statistics on any chart.

Edit2: No that also does not work.