Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Joe1968 on April 20, 2008, 02:55:25 PM

Title: CCPulse report
Post by: Joe1968 on April 20, 2008, 02:55:25 PM

In CCPulse is there is the function to 'monitor extended current status' which provides detail on agent current status for each media(ie voice,email).  I'm trying to get this information but in an agent group report so I can breakdown current status  per media.  If you have managed to do this before I be grateful for any tips..thanks

Title: Re: CCPulse report
Post by: cavagnaro on April 20, 2008, 06:36:08 PM

If I understand you you can create a Place Groups containig Agents Places so you can monitor the status of the place, or create DN Groups and monitor each extension...
You can right click an agent group and perform the Extended monitoring to all agents belonging to that AG.

Title: Re: CCPulse report
Post by: joe1968 on April 20, 2008, 07:57:59 PM

Thanks for the advise

The problem wih extended monitoring to a whole agent group is that it scrolls back to the first member of the group after a couple a secs of scrolling down to review the agents so it doesnt assist a team lead with good visibility of the agent group as a whole

I have tried creating a report against DNS but this doesnt link in with the agent so a team lead would have to find out which DN/extension the agent is on to find the status.
The place status takes the highest priority status, so callinbound status has a higher agent status than waitingfornextcall.   The issue is that is an agent has an email the place status will show as callinbound when the teamlead needs  more importantly to know if they are able to take a voice call.  If would be handy if i could generate a report which basically does what extended monitoring does and provide agent status against on both.

Thanks again