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Bombus

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CCPulse: AgentStatus - Queue - Skill
« on: February 21, 2008, 12:30:20 PM »
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Hi!

I want to build a view in CCPulse so that I can Overview each agent, and beeing able to see wich call and from wich Q or VQ the agent has accepted the call.

Its hard to explain, but see it like this.

An agent have 2 different skills, and answeres on 2 different Q´s.
Can i in some way see, if the agent has the agent status: "Inbound" wich skill has triggered the agent to answer the call?

Hope you understand =)
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tony

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Re: CCPulse: AgentStatus - Queue - Skill
« Reply #1 on: February 21, 2008, 04:19:29 PM »
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    • Perhaps...

    If you are using SkillName (as an attached data item - or "key-value pair") in the Routing, to determine which Queue should be used, you could apply a Filter to your N_Inbound Statistic, to determine which one used SkillName1 and which ones used SkillName2.

    In this way, you can build a View with 3 N_Inbound statistics:

    N_InboundSkillName1 (made from N_Inbound and a Filter for kvp = SkillName1)
    N_InboundSkillName2 (made from N_Inbound and a Filter for kvp = SkillName2)
    N_Inbound (no Filters)

    In this way, you should be able to see both Skills in the View and you also have a "control" statistic (N_Inbound).  Useful to see that your Agents are taking the calls you intended them to.  You can check this by applying the following;

    N_InboundSkillName1 + N_InboundSkillName2 = N_Inbound

    If this is not true, then either your Filters are not working or your Agents are taking calls for other SkillNames - or no SkillNames!

    I hope this helps?

    Tony
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    Bombus

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    Re: CCPulse: AgentStatus - Queue - Skill
    « Reply #2 on: February 22, 2008, 06:01:45 AM »
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    • I´ll try it out!

    Do you think it will work with more than 2 skills?
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    tony

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    Re: CCPulse: AgentStatus - Queue - Skill
    « Reply #3 on: February 22, 2008, 05:42:55 PM »
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    • As long as you know what the naming conventions are for your KVP (Key-Value Pair) then you can pre-define your Filters in the StatServer>Options>Filters.  Usually something like:

    SkillName = "CustomerServices"
    SkillName = "TechnicalServices"

    Remember that your Key and your Values must match what you are using in your Routing and you should be OK...

    Tony
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    Offline neilwarner

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    Re: CCPulse: AgentStatus - Queue - Skill
    « Reply #4 on: November 03, 2011, 09:02:57 PM »
  • Best Answer
    • Tony,

    Thanks for all of your help in the past in the group and others.

    Anyone able to show me how to build the statistic using the filters shown in here.  I too would like to be able to the show the skill of the current call in a CCPulse view.  I mainly use the canned stats in stat server.

    Thanks in advance,

    Neil
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