Author Topic: CCPulse Logged Off Queue (Read 3146 times)

Marcus · « **on:** November 12, 2007, 12:09:12 PM »

Does Anyone know if it's possible to create a Temlate and Actions that "alarms" whsn there's no agents withi that skill logged in to a specific queue.

I guess thatit has to be made to "Agents" or "Group of agents".

I need this to create an "Alarm" that sends a Mail och text message, when we are understaffed.
Can anyone help me?
\Marcus

mark · « **Reply #1 on:** November 12, 2007, 12:58:08 PM »

If you are doing it purely based on where an agent with a skill is logged in, you could create a template using the TotalNumber for logged in agents statistic.
Then create a Threshold for StatValue = 0 and an Action with a vbsendmail script in it.
Assign it to the TotalNumber stat in the template.

Would give a bit more detail, but im on a pc with 0 genesys apps!

Mark

exchelente · « **Reply #2 on:** November 12, 2007, 03:24:47 PM »

You could try to build a statistic like this. The last stat development I did was years ago with 7.0, and I don't think it worked then but it may be possible now, possibly with a new mask.
[CurrNumberAvailableAgentsInQueue]
Category=CurrentNumber
MainMask=AgentReady
Objects=Queue
Subject=DNAction

Or you could use the solution I implemented which was to build virtual agent groups based upon a skill expression. The problem with that is you may become limited with routing to a 1:1 relationship of skill to queue.

As far as the txt msg functionality, you could probably just use the built in email functionality. I think it interfaces w/ Outlook or something like that (I don't use it)

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Author Topic: CCPulse Logged Off Queue (Read 3146 times)

Marcus

CCPulse Logged Off Queue

mark

Re: CCPulse Logged Off Queue

exchelente

Re: CCPulse Logged Off Queue