Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Eric Z. on July 02, 2020, 07:06:21 PM

Title: Help creating an Historical/Real Time Report in CCPulse+ 8.1
Post by: Eric Z. on July 02, 2020, 07:06:21 PM

Hello I have been challenged to create an agent based report in Genesys CCPulse+ 8.1. This report would show interval performance so far for the day along with the agent’s current status as well. Below is a rough sample of what I would like to create:

Agent Name Current Status Calls Answered AHT Time in ACW Time in AUX
Current Interval
Interval 1
Interval 2
Interval 3
Interval 4
Interval 5
Interval 6
Interval 7
Interval 8
Interval 9

I’ve used templates to create reports in Genesys CCPulse+ before, both real-time and historical. I have not done anything that combines both and includes interval information in the same report as well.
My questions are:
• Can it be done?
• If so, is there an available template I could modify to fit my requirements?
If you have any questions or if I have omitted important information please let me know.

Thanks in advance!

Title: Re: Help creating an Historical/Real Time Report in CCPulse+ 8.1
Post by: marmota on July 08, 2020, 08:55:21 AM

Hi! As per my understanding, it's not possible to mix Hist and RT metrics at one report at CCPulse.

What I'd suggest is creating custom report grabbing historical data directly from database (DataMart or InfoMart) and adding current status via Web API (WWE or GMS).

Title: Re: Help creating an Historical/Real Time Report in CCPulse+ 8.1
Post by: cavagnaro on July 09, 2020, 05:02:31 AM

No, you can't, there is no such object at CCPulse that allows both
What you are aiming at is more a Dashboard