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Grzegorz Ostrowski

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CCPulse agent display
« on: January 01, 1970, 12:00:00 AM »
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In CCPulse agents are displayed using their ID, first name and first letter of last name (e.g. 7401 John S.). Is it possible to display last name and first letter of first name instead? (e.g. 7401 Smith S.)? without exchanging last and first name in Configuration Manager?

Grzegorz
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Vic

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CCPulse agent display
« Reply #1 on: January 01, 1970, 12:00:00 AM »
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    • We are having a somewhat similar problem here in Japan. The concept of "firstname" and "lastname" is reverse here in Japan. "Firstname" is usually thought to be the name that your family has (Nomo) followed by lastname being that given to you by your parents (Hideo). We have asked Genesys again and again about being able to control how CCP displays the names, but so far, it seems like user cannot decide on the naming format there is only one standard Genesys way to do it.

    Maybe, if you issue an SRF and have a big site they will add it for you... But I think you need like 1000 agents+ for them to do something.


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    Dave

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    CCPulse agent display
    « Reply #2 on: January 01, 1970, 12:00:00 AM »
    If you look in the CCPulse help file, there's a listing under Reference titled "Configuration Options and Parameters". In that, it explains that you have to use the Windows registry editor (regedit) to edit HKEY_LOCAL_MACHINE \ SOFTWARE \ GCTI \ CALLCENTER - then change the value for key FormatAgentInfo. You can arrange it pretty much however you want. See the help file for specifics, but an example would be "%L %F %n" for LastName FirstName AgentID.
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    Kerrick

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    CCPulse agent display
    « Reply #3 on: January 01, 1970, 12:00:00 AM »
    You have to have CCPulse version 6.1 or higher to be able to change the display of agent names by modifying the registry keys per the instructions above.
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    Charly_UK

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    CCPulse agent display
    « Reply #4 on: January 01, 1970, 12:00:00 AM »
    Alternative it can be changed the same way in the file "Callcenter.ini"

    [VIEW_STATS]
    AgentStats=FULL_STATS

    [CUSTOM DEFINITION]
    FormatAgentInfo=%n %F.%l <-- here
    TimeInterval=600
    PlaySound=0
    DeltaAvgTime=2
    DeltaTotalTime=10
    DeltaCntCalls=1
    IntervalForCurrentUpdate=2
    HistoricalUpdateFrequency=60
    NotifyEvery=60
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