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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vjicecool on July 21, 2017, 06:41:01 PM

Title: Where are Agent codes Defined?
Post by: vjicecool on July 21, 2017, 06:41:01 PM

Like when an Agent is in "Inbound call" or "Email Inbound"
I am trying to find agent codes for Eservices in CME. I looked in CME Action code folder and i see after call work/ after hours/ emails

but not Email Inbound.

If an agent is working on an Inbound Email, this state should reflect in ccpulse and same thing we should send it to Nice WFM so it can be updated with the same status

thank you

Title: Re: Where are Agent codes Defined?
Post by: raza990 on July 22, 2017, 08:28:16 PM

You have to create filter for your action codes with email media in Stat Server, and assign that filter in CCPulse report.

Title: Re: Where are Agent codes Defined?
Post by: Jones on July 24, 2017, 11:52:58 AM

Inbound e-mail cannot be defined.

Its either outbound call or inbound call.