Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cghera on November 22, 2007, 10:28:51 AM
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Hello,
Is there a way to add Totals in CCPulse? For example I have a view that shows all the average times of a specific
Group of Agents and I want to have a total at the bottom and calculate a general average or total or min/max value.
Is this possible in a Routepoint? Is there a reference for all the functions that are available for CCPulse?
I am new to CCPulse
Thank you
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Only way I can think of, is to have the same agents in all your groups in another group (most likely a VAG), this will sum it all up.
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2 thoughts for this one;
It can be done by defining a new Statistic on the statserver for use in CCPulse, something like:
Category: AverageOfCurrentNumber
MainMask: <whatever>
Objects: GroupAgents
Subject: DNAction
It can also be achieved a lot easier as a historical statistic. Is there any reason why this (historical) item needs to be shown in real time?
Tony
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If you looking to have the stat refresh every 30 minutes or so than I would look at Marks method.
If on the other hand you want this to be a stat which collects throughout the day / shift then Tony's method will be better in the long run as it will still be available when your stat server resets and CCPulse clears all the screen back to zeros.
/mytwocents
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OK the actual need is to have the average time for the calls of a specific route point.
However I thought that using the list of agents which I have their averages (for each one)
would make it easier. We would better have this live so the supervisor can see it.
Adding a new statistic won't make it available as a column and not as a Bottom line total?
I also havent managed to setup historical view in CCpulse.
Please give me as much detail as you can on how to achieve this.
Thank you in advance.
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Hi again,
Reporting a Route Point will not get you an average time. A Route Point is a "pass through point". If you associate a [i]Queue [/i] with the Route Point in your Strategy, you can then apply Average-type statistical definitions to the Queue Name.
In the same way as I outlined previously, you can then define a StatServer statistic to provide you with the value you require, associated to the whole Queue (reflecting the Route Point, delivering to your Group of Agents);
AverageCallInboundTime
Category: AverageTime
MainMask: CallInbound
Objects: Queue
Subject: DNAction
Is this what you were after?
Tony
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thank you for your help and time.
It seems that your solution will give me what I need.
I will try it tomorrow :-)
Thank you again