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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: EB2011 on November 07, 2017, 10:55:30 AM

Title: Percent view
Post by: EB2011 on November 07, 2017, 10:55:30 AM
Hello everyone,

itīs possible to set a view in percent for the general sum of all agents that are taking a call by concerning that all other status are going to be filtered from this general sum?

Thank for the answer :)
Title: Re: Percent view
Post by: cavagnaro on November 07, 2017, 12:23:30 PM
CallInbound + CallOutbound / all other masks you may need

That?


Enviado de meu E6633 usando Tapatalk

Title: Re: Percent view
Post by: EB2011 on November 08, 2017, 01:20:15 PM
almost ;)

i mean a formula like:
100% = all logged in Agents
x%    = call inbound + call outbound
y%    = all other Status

how can i make that CCPulse calculate all inbound and outbound calls?
Title: Re: Percent view
Post by: cavagnaro on November 08, 2017, 02:27:17 PM
For the agent group


MainMask = CallInbound, CallOutbound
RelativeMask = *, ~LoggedOut
Action = AgentStatus
[color=rgb(68, 74, 82)][font=Roboto][size=15px]Objects = [/size][/font][/color][color=rgb(68, 74, 82)][font=Roboto][/size][size=15px]GroupAgents[/size][/font][/color]
[color=rgb(68, 74, 82)][font=Roboto][/size][size=15px]Category = [/size][/font][/color][color=rgb(68, 74, 82)][font=Roboto][/size][size=15px]RelativeNumberPercentage [/size][/font][/color]
[color=rgb(68, 74, 82)][font=Roboto][/size][/font][/color]
[color=rgb(68, 74, 82)][font=Roboto][/size][size=15px]I think that would do it[/size][/font][/color]
[color=rgb(68, 74, 82)][font=Roboto][/size][/font][/color]
[color=rgb(68, 74, 82)][font=Roboto][/size][size=15px]Read about Stats [/size][/font][/color]
[/size][size=15px][color=#444a52][font=roboto, arial, sans-serif]https://docs.genesys.com/Documentation/RTME/8.5.1/Dep/Template[/font][/color][/size][size=15px]
Title: Re: Percent view
Post by: EB2011 on November 22, 2017, 08:51:31 PM
a kind of :)

i need a script for a Formula for the agent group to get the % of agents in a Call with this information:

agents with active status(callinbound+calloutbound+ACW+Callonhold+etc) / logged in Agents * 100

%=(active Status)/(logged in agents)*100

??? ??? ??? ???
Title: Re: Percent view
Post by: cavagnaro on November 22, 2017, 09:31:39 PM
What would be a non active status??? Status is everything an agent does...
You need to clarify your concepts and do a better request ;)
And don't double post or at least focus on your post
Title: Re: Percent view
Post by: EB2011 on November 22, 2017, 09:44:43 PM
Ok, maybe I didnīt wrote it clearly the first time  :-\

with active and inactive status I mean something like this:
active status (callinbound+calloutbound+ACW+Callonhold+etc)
inactive Status (training+coaching+notreadyfornextcall+etc)
logged in agents : active+inactive status of current logged in

I realized that i donīt need the inactive status for the formula, I only need the total addition of active status to get the percent ( %=(active Status) / (logged in agents)*100)
the Problem I have now is when i put the formula it doesnīt fit like i want to