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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: genesyslearner on April 18, 2018, 11:23:27 AM

Title: Realtime scheduled callback stats in Pulse
Post by: genesyslearner on April 18, 2018, 11:23:27 AM

Hi Experts,

We are using Pulse 8.5.1 and our requirement is to see Scheduled Callback stats in the Pulse.

Could anyone please help me with the pointers if real time stats for callbacks scheduled are possible in Pulse? If yes, then how can we configure it?
I guess we have to make some custom KVP's in the stat server options but i am not sure.

Title: Re: Realtime scheduled callback stats in Pulse
Post by: Kubig on April 18, 2018, 12:04:29 PM

Which values and scenarios do you want to measure?

Title: Re: Realtime scheduled callback stats in Pulse
Post by: genesyslearner on April 18, 2018, 12:36:16 PM

Hi Kubig,

We are focusing on a single scenario in which we want to see number of Callbacks scheduled in the Pulse widget. We have GMS configured in our environment.

Title: Re: Realtime scheduled callback stats in Pulse
Post by: eugene on April 18, 2018, 10:35:40 PM

is this premise or cloud solution?  I believe for cloud there are some out of box templates you could use.

For premise, i have a long winded way if you're interested which is by enabling gms callback notification to hit an ORS workflow for you to peg a reporting VQ every time this event occurs

_cbe_on_callback_scheduled

Title: Re: Realtime scheduled callback stats in Pulse
Post by: genesyslearner on April 23, 2018, 08:57:38 AM

Hi eugene,

Thanks for your response!

We have a premise solution. I am not able to completely understand the solution you suggested.
Could you please explain a bit more ? It would be a great help.

Title: Re: Realtime scheduled callback stats in Pulse
Post by: eugene on April 24, 2018, 04:25:04 AM

i will draw up a diagram to illustrate the solution for you.  stay tune

Title: Re: Realtime scheduled callback stats in Pulse
Post by: eugene on April 24, 2018, 06:44:55 AM

genesyslearner, you can read up more on this in genesys docs.

hope you're able to view this diagram i quickly slapped together.

https://1drv.ms/u/s!AoKRvMubyZBNl3sxgyr2O7Rf1yj1

Title: Re: Realtime scheduled callback stats in Pulse
Post by: genesyslearner on April 26, 2018, 09:39:38 AM

Thanks a lot eugene for the flow diagram. I am trying to get it done.

Title: Re: Realtime scheduled callback stats in Pulse
Post by: eugene on April 26, 2018, 03:07:08 PM

if you need further  help - just reach out and we can connect over a call.

Title: Re: Realtime scheduled callback stats in Pulse
Post by: genesyslearner on May 14, 2018, 09:56:21 AM

Hi Eugene,

I tried to get the stats by following the steps as mentioned here:-

https://docs.genesys.com/Documentation/CLBCK/8.5.1/UG/EnableStatusNotifications

Does the stats in Pulse require additional settings or the steps followed from the above link should be sufficient?


Thanks

Title: Re: Realtime scheduled callback stats in Pulse
Post by: eugene on May 18, 2018, 04:21:58 PM

i messaged you with my contact info - easier to chat over the phone.

Title: Re: Realtime scheduled callback stats in Pulse
Post by: macmill on February 20, 2019, 01:02:46 PM

Hi there,

I am trying to accomplish the same and having issues with the scxml as well, are you able to post the assist me as well? Possibly post the solution here as well, thanks.