Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Rhonda on September 19, 2008, 12:12:43 AM
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Can you please tell me in the "Layest" mans terms. How accurate is CC pulse when watching real time behavior? Is it possible that the view can show that an agent has a call holding, when in fact, they have went back to the customer and are talking?
Is it all based on how fast our server is?
Thanks
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It is maybe one or two seconds as much, however if events are not reaching StatServer then you will not see those events, so not only Server speed is a factor but network speed as well.
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...it also depends on when you are refreshing your stats, within the View/template in CCPulse+....
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yay, true true, of course I assumed he has all well configured....
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So, how often do you have to refresh the system? Would you feel comfortable enough with the information to place agents on disciplinary action? Or, is it a tool to be used but not a 100% fool proof way of monitoring activity on the floor?
I am just trying to get an idea, I promise, I am not holding you an exact answer.
Thanks again!! This has been very helpful!
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well depends, calls in queue you want them real time...maybe not...maybe every 5 seconds is good for your voice traffic. Monitoring agents real time...not so good, maybe every 60 seconds. and so on, depends on your needs
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What about hold status?
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? don't know...for me is not important...maybe for you yes.
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If you are looking at the agents (or other objects) on the left-hand-side of CCPulse, in the tree view, I have found the status changes as very much real-time (less then a second response time).
Pavel
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Here's a "sort of..." guide (since I seem to be good at these things..! :) )
(Virtual) Queue stats: 30 seconds
Agent stats: 30 seconds
Agent Group stats: 30 seconds
DNGroup stats: 60 seconds
SLA/KPI stats: 60 seconds
- don't forget that you can export a View at any time and review it in either HTML or Excel, so that you can have a "point in time" reference...
And, as Pavel says; if you are looking at an individual Object (For example: Right-Click an Agent and View Extended Status) then the stats are pretty much real-time, but you cannot export these stats...
Insofar as using the detail for disciplinary action, I would use an Historical Report for that... but that's a whole different story...! :)
Tony
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What do you know about monitoring IM's on CCPulse? I thought I read one of the "guides" that were posted.
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IM's are single interactions, so I can't see an issue with reporting them, as "Volume" Stat Types through Queue-level Reporting...
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[quote author=Rhonda link=topic=3346.msg13894#msg13894 date=1221783163]
Can you please tell me in the "Layest" mans terms. How accurate is CC pulse when watching real time behavior? Is it possible that the view can show that an agent has a call holding, when in fact, they have went back to the customer and are talking?
Is it all based on how fast our server is?
Thanks
[/quote]
CCPulse Templates are configured in various ways by your genesys dudes (if you are an end user). You can make them update every x seconds or you can make them "changes based" Changes based is intensive and not recommended for the regular user.
Anyways, if you set your CCPulse stats in your template to be updating every blah seconds then that is your delay. If you set it to "changes based" then the delay is a combination of your network latency and your statserver you are hooking into.
Now, the stuff on the LHS, the lists of agent groups and the extended view, thats as close to Real time as your changes based stuff it - in other words, it depends on your network (latency and bandwidth) your statserver and the server it is on and all kinds of other junk like that.
BUT
You probably wont ever get the situation where you see someone on hold on your CCPulse, and they have actually hung up the call already. If that happens you have MUCH bigger problems with your genesys hardware and software setup :)
Hope that helps.
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Wow, Kowery! Now I am really confused. We get emails sent to us from a person designated to watch CCPulse each time an agent is in a hold status for more then 3 minutes. So are you saying the problem is with the agents letting the customer hold for that long?
Thank you for the explanation, seems like we are trying to use it in a way that it is not meant to be used.
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After re-reading your reply, what I meant to say is that we have monitored an agent on talking to a customer, while showing in a hold status in CCPulse.
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On, but what kind of consults he can make to take that long? Maybe the data he has is not enought for answering customer questions, can you do intrusion to see what is he talking about? He he only at hold? Maybe you can intrude his monitor as well.
If you have those times that is a problem, but not necesarilly because agents fault, maybe you can find a failure on your internal processes or CRM used....
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[quote author=Rhonda link=topic=3346.msg13949#msg13949 date=1222196505]
Wow, Kowery! Now I am really confused. We get emails sent to us from a person designated to watch CCPulse each time an agent is in a hold status for more then 3 minutes. So are you saying the problem is with the agents letting the customer hold for that long?
Thank you for the explanation, seems like we are trying to use it in a way that it is not meant to be used.
[/quote]
Am I right in saying your monitoring agents and alarming using a manual email process when these agents are on hold for more than 3 minutes. You concern is to how accurate this is because you may want to use them as part of an agents review therefore need this to be correct to cover yourself.
CCPulse will report the state correctly however you would need to take into account any refresh rates built into your views by whoever build it; whether than is 4 seconds or 40 seconds. Once you know these thresholds, then as long as you take these into account it will be correct.
e.g. CCPulse refresh is 10 seconds. Agent on hold for 3mins 11secs then they have failed you 3minute rule. Agent on hold for 3mins 05 secs then they there maybe a refresh thing.
Personally, I would look to you historical reporting for this type of information for review purposes and identifiy %hold per 15 minutes interval where anything over 20% when the agent is looged in for that interval is your 3 minutes or some metric along those lines. I would also look to automate the sending of emails when the hold is greater than x seconds so your not relying on someone to manual do this.