Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Jones on December 15, 2016, 10:37:46 AM

Title: How to see transferred e-mails and workbins in Pulse or InfoMart
Post by: Jones on December 15, 2016, 10:37:46 AM

How can I see how many e-mails have been transferred and waiting for a certain Agent Group?
And can I also see how many e-mails are open in certain workbins?

Is it possible to create statistics for this?

Or even by using InfoMart as we just can't seem to see anything in reporting that has been transferred or sitting in a workbin. Destination source would be helpful.

Title: Re: How to see transferred e-mails and workbins in Pulse or InfoMart
Post by: Jones on February 15, 2017, 08:43:45 AM

Might be useful for someone:

Finally figured out how to see [i]where[/i] an e-mail is transferred to in WDE by checking URS logs and adding the GD_TransferTargetId to Interaction Management - Template For Displayed Columns Configuration of Interaction Queue in WDE client.

Now to figure out how to show this in Pulse.

Title: Re: How to see transferred e-mails and workbins in Pulse or InfoMart
Post by: n3vek7 on February 21, 2017, 04:42:43 AM

Instead of working with workbins and transferred attribute, you can use routing to peg a different VQ to have all the required statistics. I did it by the past, much easier to report on and IXN Q, Workbin, etc.

Title: Re: How to see transferred e-mails and workbins in Pulse or InfoMart
Post by: Jones on February 21, 2017, 12:19:26 PM

Could you elaborate on that? I don't really understand what you mean.

Title: Re: How to see transferred e-mails and workbins in Pulse or InfoMart
Post by: Jones on February 22, 2017, 07:59:19 AM

Found this answer on a similar question:

"The statistic for workbin exist in Multimedia BPR Extension that is a part of restricted Multimedia Reporting Toolkit and supported by Profesional Services only."[i]
[/i]
Does anyone know what the Multimedia BPR Extension is?

Title: Re: How to see transferred e-mails and workbins in Pulse or InfoMart
Post by: cavagnaro on February 22, 2017, 01:45:49 PM

Business process reporting

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