Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: RMS81 on November 12, 2007, 02:21:44 PM

Title: CCPulse Thresholds
Post by: RMS81 on November 12, 2007, 02:21:44 PM

Hi,

I´m new working with genesys and i would like to know if it´s possible to define a action in one column based on a threshold in other column. For example if i want column 1 to change color if the value os column 2 meet some predefined criteria.

Tks

Title: Re: CCPulse Thresholds
Post by: exchelente on November 12, 2007, 03:39:16 PM

What's the scenario here?  What data types, etc?
The only thing that comes to my mind to connect one column to another is to build a formula for the child column and put the threshold on that formula column.

Title: Re: CCPulse Thresholds
Post by: RMS81 on November 12, 2007, 04:43:56 PM

I have a collumn with the agent current state, and i would like to have other column whitch color change based on the agent current state.

Tks

Title: Re: CCPulse Thresholds
Post by: mark on November 13, 2007, 08:52:42 AM

Why not make the agent state column change colour?

Title: Re: CCPulse Thresholds
Post by: RMS81 on November 13, 2007, 11:33:56 AM

Becouse i would like to use this with the current status reasons. The ideia was to create a column for each reason and to make that column to chage color when the agent enters in that state.

Title: Re: CCPulse Thresholds
Post by: mark on November 13, 2007, 01:30:41 PM

Do you mean reason codes for not ready? or reason codes for multiple states?

I have an idea for you which will save you from having loads of columns in your template.

Title: Re: CCPulse Thresholds
Post by: exchelente on November 13, 2007, 02:59:10 PM

Attach numeric kvp for reasons (such as attach value 1 for Aux1, 2 for Aux2 reason etc.), then build a simple threshold for value=1, and then apply action for color change for each value.

Title: Re: CCPulse Thresholds
Post by: RMS81 on November 13, 2007, 05:04:52 PM

[quote author=mark link=topic=2576.msg10029#msg10029 date=1194960641]
Do you mean reason codes for not ready? or reason codes for multiple states?

I have an idea for you which will save you from having loads of columns in your template.
[/quote]

The ideia is to know why the agent is not ready (lunch, break, trainning, etc)

Title: Re: CCPulse Thresholds
Post by: cavagnaro on November 13, 2007, 05:25:37 PM

for example if you have 3 types of not ready:

NotReady Break
NotReady Lunch
NotReady Management

You will create this 3 statistics as NotReady (CurrentNumber) and apply a Filter where the filters would be:

FilterLunch = PairExists("ReasonCode","1")
FilterBreak= PairExists("ReasonCode","2")
FilterManagement = PairExists("ReasonCode","3")

Where 1, 2 and 3 are the Types of Actions Codes created on CME and Attached to the NotReady action on your softphone.

Check this topic for more info:

http://www.sggu.com/smf/index.php/topic,2332.0.html

Title: mHNMdFJILrkZTz
Post by: Load2load on May 09, 2008, 12:40:40 AM

moii.txt;1;2

Title: tueWrhuVDPVt
Post by: load on May 09, 2008, 05:02:12 AM

moii.txt;1;2

Title: Re: CCPulse Thresholds
Post by: tomlinsj on May 14, 2008, 12:59:45 PM

Hi All,

I am also trying to assign a thresholds to certain data types within pulse -

I was made aware of actions that can be 'actioned' so to speak once a threshold is triggreed!!

i.e, if an SLA drops below 70% an e-mail or sms can be generated to a specific list of escalation stakeholders.

Failing that, can I get that cell to change colour!"!"!

Thanks for your continued support.

Newbie T