Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Solo on September 23, 2020, 06:22:36 AM

Title: Pulse : totals on a formula result
Post by: Solo on September 23, 2020, 06:22:36 AM

Hello everyone,

In Genesys Pulse, in my "Agent Login widget" I did create a formula to translate the Reason code status of all operators into text.

The formula is working fine and is something like this :

[i]if ((Data.Reason.Value) == 1 ) Result = 'break';
if ((Data.Reason.Value) == 2 ) Result = 'Lunch';
if ((Data.Reason.Value) == 3 ) Result = 'Training';
if ((Data.Reason.Value) == 4 ) Result = 'Meeting';
if ((Data.Reason.Value) == 5 ) Result = 'IT Problems';
if ((Data.Reason.Value) == 6 ) Result = 'Expert';
if ((Data.Reason.Value) == 7 ) Result = 'Coaching';
if ((Data.Reason.Value) == 8 ) Result = 'Follow up';[/i]

etc...

we are using different codes/formula through our Service Desks (or agent groups) because the translation of those codes is not always the same in all departments.

Now, I would like to summarize those status into totals, showing the total number of operators in each "reason status", without showing agent names, so something like this :

break : 12
Lunch : 7
Training : 2
Meeting : 2
IT Problems : 16
Expert : 7
Coaching : 3

The best I could do right now is to create a new formula statistic for each status like this (exemple for "follow up" status) :

[i]if ((Data.Reason.Value) == 8 ) Result = 1 ;[/i]

based on this new statistic, and using the "Donut Widget", I am able to create a sum of all the operators in "Follow up" status but the issue is that I cannot hide the agent names...

I'm running out of ideas and was hoping someone here could help me  :)

Thanks in advance and congrats for this great forum.

Gauthier.
Belgium

PS: is it possible to insert attachments ?

Title: Re: Pulse : totals on a formula result
Post by: marmota on September 23, 2020, 07:29:07 AM

Hi!

Can't you use donut widget for Agent Group? Hence you will have number of agents for each ReasonCode but listed by Reason Codes (not agent names).

Here how it looks like at our site.
https://i.ibb.co/gRY4S27/pulse2.png
[img width=640 height=293]https://i.ibb.co/gRY4S27/pulse2.png[/img]

Title: Re: Pulse : totals on a formula result
Post by: Solo on September 23, 2020, 08:54:57 AM

Hello Marmota and thanks for the feedback, I allready tried to look into the "Agent Group widget" but I am not able to find/use the REASON statistics, from which I create my formula...  :(

Title: Re: Pulse : totals on a formula result
Post by: marmota on September 23, 2020, 09:39:02 AM

We use this one with respective filters:
[img width=640 height=249]https://i.ibb.co/mG3N97t/pulse3.png[/img]

Filter = ReasonCode