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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Param on January 01, 1970, 12:00:00 AM

Title: Display Breaks in CCPulse
Post by: Param on January 01, 1970, 12:00:00 AM

Hi,
I am trying to display on CCPulse the current Agent Status like Break and if on Break what type of break (Personal Break, Lunch Break etc..). I am sending custom Event of type Break "Personal Break","Lunch" etc but I don't know how to display all these in the same column.

Also I want to display in CCPulse how much time he is on break as these break have thresholds.

I am sending custom events and have filters for these events but like I said I should have different columns for each in my report and want to display the time for each of these.

I have spent a lot of time already on this without much success. Any sugesstions would be appreciated.

Thanks,
Param

Title: Display Breaks in CCPulse
Post by: Tony Tillyer on January 01, 1970, 12:00:00 AM

I think I may be able to help if I could better understand the basics of what you have applied. Could I ask how your Agents are allocating this attached data? I mean, are they on WrapUp (ACW) or something similar and how are you attaching that data for CCPulse to display it?

Title: Display Breaks in CCPulse
Post by: Param on January 01, 1970, 12:00:00 AM

Thanks for your response. Whenever we set the Agent to a Break
status we set the DNs state to NotReady and send UserData as a
Key Value Pair to one of DNs of that Agent using AIL API.

In the StatServer we filter these events by PairExists("Key","Value").
I haven't been able to display the text (Value in Key/Value) that I send in the Custom Event as attached data.

I hope I am clear. I really haven't made much progress on this so far, so if you have any other suggestions they are welcome.

Thanks again,

Param

Title: Display Breaks in CCPulse
Post by: Tony Tillyer on January 01, 1970, 12:00:00 AM

If it's DN elated, then I suggest you use a Template/Workspace based on DN's (at first), not Agents. Within the Template, set up the DN Status based on the KVP, which *should* be available in the dropdown list of Filters in CCPulse. If your KVP does not appear in the CCPulse Filters List, I would suggest that you check the StatServer>Options and ensure that your KVP exists as a Stat Option in the list there if it does not, you may have to create it. To create/add the KVP as a Filter, I would suggest adding it into as a DMA Filter first (if you are using the full CCA Suite), then synchronize your DMA Filter data using the button provided in DMA, to add the KVP/CCPulse Filter to your StatServer>Options.

Let me know if you need any assistance with this.

Title: Display Breaks in CCPulse
Post by: Param on January 01, 1970, 12:00:00 AM

Thank Tony for your reply. I will try that and let you know.

Regards,
Param