Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Lorenzo on January 01, 1970, 12:00:00 AM
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Hi,
How could we have one statistic in CCPulse that would take into account the different ways an agent goes Not Ready (for lunch, training etc...). Would it be possible to have ReasonCodes implemented in the agent desktop and show the numbers (related to reasonCodes) in a CCPulse column ?
Thanks in advance for your help.
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I'm not sure how you implement those codes through a softphone (perhaps using SDK) but the functionality of a Filter against NotReady ReasonCodes is feasible in CCPulse.
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Ok, you can filter out stats based on different ReasonCodes.
To show the Not Ready Reason Code in a column, is not a simple task because you will need to created a customized script to capture the reason code and then populate a column on the template.
But using CCPulse 7.0 you can see the Reason Code of each agent on the Extended Status windows (bottom left). The bad thing with this is that you can only see one agent at the time.
Maybe Genesys will make available the reason code in the same way Current State is available now in future CCPulse releases. That will be good because a lot of people needs or wants that, specially those using Avaya CMS that are used to see the Away Codes on the screen.
Now, if you want to monitor real time agent status, and see the ReasonCodes, you can run the Adherence screen of WFM Webservices, if you have Genesys WFM solution deployed in you environment.
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Many thanks.
I will try to investigate to put the ReasonCodes in one column.
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One can see whole AgentGroup in Extended view use "with members" (in CCP+ 7.1), but not sure about ReasonCodes