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Vic

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total number of agents for CCA
« on: January 01, 1970, 12:00:00 AM »
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Hi,

I would like to know total number of agents that were active during a particular 20 minutes and show it in my CCA report.
Does anyone know how to define it?
Thanks,
Vic
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Grzegorz Ostrowski

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total number of agents for CCA
« Reply #1 on: January 01, 1970, 12:00:00 AM »
If you can predefine your 20 minutes interval you should:
1) define TimeProfiles according to your 20 minutes intervals
2) define you own statistic in DMA or CM according to your definition of active agent (or if your definition of active agent is the same as one of standard statistic yuo can use the standard one)
3) Define in DMA Layout template and Report Layout using your TimeProfile defined in 1) instead of CollectorDefault
4) Create in Brio new report using tables or views (you can find the names in ETL Assistant) created by Genesys in 3)
5) Insert required 20 minutes interval into limit section and use GrandTotal option to get Total Number of Agents

If you cannot predefine your 20 minutes interval I think that you cannot create required report.
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Zygis

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total number of agents for CCA
« Reply #2 on: January 01, 1970, 12:00:00 AM »
Hello
I'm using RGA, I select agent tample, and time interval For 15 minutes( for you 20 minutes time interval), for hour, and ect. When the report is created in limits I select all object Id of agent, and in limit I'm using Login>0. Results are about agent, that only was in the system for that time interval.
Today create one report for all working hours per day, but agents are count every hour..
Yes, You have in results section to add new computed ITem, and use the count formula.
My english isn't not very good, but I think that you understand.
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Vic

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total number of agents for CCA
« Reply #3 on: January 01, 1970, 12:00:00 AM »
Thank you for your suggestion.
I was thinking about having StatServer do the calculation for me, but then I noticed that there is not Total_Agent_Login_Number! For AgentStatus there is no LoggedIn! There is one for DNAction, but then I would be counting the number of LogIn attempts and not the number of agents logged in, right?
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Vic

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total number of agents for CCA
« Reply #4 on: January 01, 1970, 12:00:00 AM »
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    • Thanks! But what is the standard definition of logged in agent? I cannot find it!:(
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    Zygis

    • Guest
    total number of agents for CCA
    « Reply #5 on: January 01, 1970, 12:00:00 AM »
    1. In Limits Use Login>0, and this report will generate statisc only for this agents that was login in to the system.
    2. Count ( Presentation_Name ) Im using this formula (create new computed Item ).
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    Zygis

    • Guest
    total number of agents for CCA
    « Reply #6 on: January 01, 1970, 12:00:00 AM »
    Answer:
    No, is not attemtps login counting, it is how much agents at this time interval was login in to the system, example: I counted that from 10.00 a.m. to 11.00 a.m, (with my report) was 10 agent login in to the system, and all this hour they was anwering calls. This formula will show for me that total agents (agents=10) work for this hour .
    If You want I can send you my created report.
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    Grzegorz Ostrowski

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    total number of agents for CCA
    « Reply #7 on: January 01, 1970, 12:00:00 AM »
    Look (in CM or DMA) for Total_Login_Time.

    Subject:AgentStatus
    MainMask (NotMonitored, Logged out reverse selection)
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