Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Pablo16 on December 31, 2017, 08:54:15 PM

Title: Set threshold for current state and reason time together
Post by: Pablo16 on December 31, 2017, 08:54:15 PM

So i've set a threshold for when an agent is over 20' break time. But If the agent was already in another not ready code before that, ccpulse wont wait 20' on break before highlighting agent's reason.
Anyone knows how to make the ActionDelay function to be based in current status and reason together?

This is what i get from the genesys guide: "To obtain the correct time duration when Current Status and Reason are coupled together, you can configure your statistic to use the CurrentTime statistical category with a specific status mask that is filtered by a specific reason"

No idea on how to do that  :-\

Title: Re: Set threshold for current state and reason time together
Post by: Tambo on January 04, 2018, 03:51:25 PM

you need to create filters for each not ready code and apply them, there are plenty of threads here for this