Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: hemanthraj on February 06, 2017, 01:16:19 PM

Title: How to reset the stat values of current agent state in CCPulse
Post by: hemanthraj on February 06, 2017, 01:16:19 PM

Team,

Can you please suggest me the reason for not resetting of [b]Current Agent State[/b] statistical values at the end of the day in the CCPulse.

Title: Re: How to reset the stat values of current agent state in CCPulse
Post by: Adam G on February 06, 2017, 01:25:19 PM

?

"Current Agent State" is a "Current" Statistic - so it is only relevant for the moment when you are viewing it.  Resetting it at the end of the day would serve no purpose, since it is a "point in time", real-time statistical value.  Unless you are extracting the statistic for some sort of historical reporting or you are having problems with the statistic - or it is not displaying correctly - then I don't see any reason for it to be reset.

Title: Re: How to reset the stat values of current agent state in CCPulse
Post by: hemanthraj on February 06, 2017, 02:46:40 PM

Thanks for your reply and i am having some doubt here with i have explain you with an example

Question:

Why the[b] Current Agent State[/b] stat values getting updated even after the end of the day in the real-time view in CCPulse but remaining stat values are getting reset at the end of the day.

Kindly looking for your suggestion.

Title: Re: How to reset the stat values of current agent state in CCPulse
Post by: Adam G on February 06, 2017, 03:00:29 PM

Um....

Because it's a Current State statistic?

Even if you reset everything at the end of the day (assuming your are not working a 24-hour Contact Center); if an Agent is in the process of logging in or out - or they move to "Ready" or "Not Ready" - or they move to "AfterCallWork" - or some other State, the statistic is [i]designed[/i] to reflect that State, in [u]real time[/u].

I really don't know of a simpler or easier way to explain it, given your question.

Title: Re: How to reset the stat values of current agent state in CCPulse
Post by: hemanthraj on February 06, 2017, 03:07:06 PM

Thanks for your reply and i got it. (i.e) The Current Agent State stat will not get reset based on the time interval

Title: Re: How to reset the stat values of current agent state in CCPulse
Post by: Adam G on February 06, 2017, 03:25:49 PM

It will reset - but it will immediately update in real-time to reflect any update to the Agents Status.

Title: Re: How to reset the stat values of current agent state in CCPulse
Post by: hemanthraj on February 06, 2017, 03:37:12 PM

Once again Thanks for your reply.