Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Noufal on February 15, 2018, 09:59:59 AM

Title: Eservices
Post by: Noufal on February 15, 2018, 09:59:59 AM

Dear Expert,

All inbound interaction in pulse show call in inbound , i can not differentiate either Voice ,Chat or Email.

How can i get this ?

Title: Re: Eservices
Post by: cavagnaro on February 15, 2018, 11:49:01 AM

Create a MediaType filter, check the forum before asking pls

Title: Re: Eservices
Post by: Noufal on February 15, 2018, 11:58:16 AM

not able to filter it

Title: Re: Eservices
Post by: Kubig on February 15, 2018, 12:15:24 PM

Why you are not able to filter it? It is working properly...Try to be more specific

Title: Re: Eservices
Post by: gkhnvrl on March 20, 2018, 08:22:02 AM

Hi,
Is there a way to differentiate voice/interaction login statutes for the same AG ?
It's OK to show call stats act mediatype, but I couldnt succeed in showing loginstatus act media for an AG. It just shows all logins, so I cant understand whether an agent w chat capacity logged in.

Title: Re: Eservices
Post by: n3vek7 on March 20, 2018, 04:13:44 PM

[quote author=gkhnvrl link=topic=10876.msg49538#msg49538 date=1521534122]
Hi,
Is there a way to differentiate voice/interaction login statutes for the same AG ?
It's OK to show call stats act mediatype, but I couldnt succeed in showing loginstatus act media for an AG. It just shows all logins, so I cant understand whether an agent w chat capacity logged in.
[/quote]

Use a dedicated skill for chat and create a virtual agent group with this skill. I believe this is the best and easiest way to achieve what you need.

Title: Re: Eservices
Post by: GenesysNewbie on March 20, 2018, 10:45:51 PM

Noufal

At least in CCPulse you need to edit the template and point the filter you need to apply (voice/email ...).  Pulse should be the same, just check your template looking for sth similar.


Hope this helps you.

Title: Re: Eservices
Post by: jamesmurphyau on March 21, 2018, 03:02:23 AM

You can do this in Pulse by creating a copy of the "Agent Login" Widget and adding a few fields.

Below is how I've defined these fields

Voice Status Field:
IsFormula: Yes
Display Format: String
Alias: AgentVoiceStatus
Formula: Result = G.GetAgentVoiceStatus(Data.Current_Status_KVP.Value);
ShowAgentStatusIcon: Yes

Chat Status Field:
IsFormula: Yes
Display Format: String
Alias: AgentChatStatus
Formula: Result = G.GetAgentNonVoiceStatus(Data.Current_Status_KVP.Value, "chat");
ShowAgentStatusIcon: Yes

Email Status Field:
IsFormula: Yes
Display Format: String
Alias: AgentChatStatus
Formula: Result = G.GetAgentNonVoiceStatus(Data.Current_Status_KVP.Value, "email");
ShowAgentStatusIcon: Yes

I would attach a screenshot, but it appears I can't?

Title: Re: Eservices
Post by: Noufal on March 21, 2018, 05:58:29 AM

HI James ,


Thank you for your positive attitude and i really not able where i have to do this in the pulse ?

Title: Re: Eservices
Post by: victor on March 27, 2018, 07:35:25 AM

Hey,

I am a little bit concerned - in CCP do you see where you can define widgets?

If you do not see it, most likely  you do not have the privileges to do it. What privileges do you have assigned to the login you are using in config?

Title: Re: Eservices
Post by: jamesmurphyau on March 27, 2018, 08:43:24 PM

You need to click the little settings wheel cog icon next to your name (on the left) in Pulse - then click widget templates or widget management or something that looks like that. From this panel you can manage widgets (create your own, create copies, etc).

Like victor said though, if you can’t see this then you don’t have permission to it.

Title: Re: Eservices
Post by: catanirex on March 29, 2018, 05:29:40 AM

Please also not that CCP/CC Pulse (using templates) is NOT the same product as web base Pulse with widgets.
Many calls CCP for Pulse as well and this causes many confusions... :)

CCP is a thick installed GUI
Pulse is a plugin to GAX

Title: Re: Eservices
Post by: Noufal on March 29, 2018, 05:31:42 AM

still, i am not able to fix it

Title: Re: Eservices
Post by: jamesmurphyau on March 29, 2018, 06:34:07 AM

Yes.. my instructions are on Pulse, the web based tool - not CC Pulse. If you want this in CC Pulse, I’ve seen VBScript on the support site that lets you do this in CCPulse.

Title: Re: Eservices
Post by: Noufal on March 29, 2018, 09:33:35 AM

we are using pulse on GAX. here i needed it.

Title: Re: Eservices
Post by: gkhnvrl on March 30, 2018, 07:40:17 AM

[quote author=n3vek7 link=topic=10876.msg49541#msg49541 date=1521562424]
[quote author=gkhnvrl link=topic=10876.msg49538#msg49538 date=1521534122]
Hi,
Is there a way to differentiate voice/interaction login statutes for the same AG ?
It's OK to show call stats act mediatype, but I couldnt succeed in showing loginstatus act media for an AG. It just shows all logins, so I cant understand whether an agent w chat capacity logged in.
[/quote]

Use a dedicated skill for chat and create a virtual agent group with this skill. I believe this is the best and easiest way to achieve what you need.
[/quote]
Hi,
Thanks for the answer
I know using dedicated skill is the best way, but we have blended groups. My aim is to get chat login number in a blended agent group. Infact, Im trying to findout license usage on based on mediatype and get it according to agent group. As login count also gives the usage, Im trying to findout it.

Title: Re: Eservices
Post by: Kubig on April 18, 2018, 04:06:35 PM

Dedicated skill is not required to get info about logged in agents for particular media regarding specific agent group - this can be achieved by standard real-time reporting

Title: Re: Eservices
Post by: gkhnvrl on April 20, 2018, 01:56:51 PM

Finally I reached it. DNStatus is the answer. Thx.

Title: Re: Eservices
Post by: Noufal on April 22, 2018, 05:32:47 AM

How you have reached , kindly help for the same

Title: Re: Eservices
Post by: victor on April 22, 2018, 12:42:12 PM

I suspect he just does not have the necessary privileges to do this.

Title: Re: Eservices
Post by: gkhnvrl on May 30, 2018, 08:31:15 AM

Just recognized your posts, sorry for late answer. Infact, its not about privileges, but its about the stastistic configuration.

ex.
Stat Name : CurrNumbeLoginEsrv
Category:CurrentNumber
MainMask:*, ~NotMonitored, ~LoggedOut
Objects:GroupAgents, GroupPlaces
Subject:DNStatus

Title: Re: Eservices
Post by: Noufal on May 30, 2018, 08:40:14 AM

kindly explain more

Title: Re: Eservices
Post by: cavagnaro on May 30, 2018, 11:16:16 AM

Explain more on what?
The metric is there so you can see the parameters

Enviado de meu E6633 usando o Tapatalk

Title: Re: Eservices
Post by: Noufal on May 30, 2018, 11:27:48 AM

i have attached pulse screenshot for Agent Status of Chat, in that it says they are in inbound call and waiting for next hence they are for Chat users[

https://drive.google.com/open?id=1BcHYXNDqfLmS9u9xRChscugRUM9fSWff