Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: dink on December 11, 2007, 11:48:54 AM

Title: CC pulse Reset timer for TotalTimeNotReady
Post by: dink on December 11, 2007, 11:48:54 AM

My customer is using a GAD where Agents can change from one NotReadyState - eg "lunch"- to another - eg "break"

Is it possible to reset the timer for TotalTimeNotReady when the agent is changing his not ReadyState ? And is this possible in CC pulse ?

Title: Re: CC pulse Reset timer for TotalTimeNotReady
Post by: unfaced on December 11, 2007, 01:12:30 PM

the best way is to set for every notreadyreason a specific filter, where you can define a few totalnotready statistics with filter so you can see how long was the agent on break, on lunch, etc....

Title: Re: CC pulse Reset timer for TotalTimeNotReady
Post by: cavagnaro on December 11, 2007, 02:43:46 PM

I believe what he means is that he is taking TotalTime category.
You must create a new statistic of CurrentTime subject and apply the filters as unfaced told.

Title: Re: CC pulse Reset timer for TotalTimeNotReady
Post by: dink on December 12, 2007, 10:32:32 AM

Thnk guys,

your comments helped me to solve the problem