Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Bastiaan28 on July 20, 2009, 02:59:08 PM

Title: CCPulse how to make different adjustments for better use CCPulse?
Post by: Bastiaan28 on July 20, 2009, 02:59:08 PM

Dear Genesys Support,

I’m working for the department of Functional Maintenance at T-Mobile and I have a few questions about CCPulse template and workspaces. I hope that with the impute of Genesys we can make it work!
We think that with these small adjustments we have more benefits of CCPulse!

The target goal is to make a workspace with bigger font size, different Thresholds and show multiple SL targets in the same window.

- Is it possible to adjust the font? If so, how can we do that?
- Is it possible to create Thresholds into the Red area? If so, how we can do that?

Colors Green – Orange – Red Service level 80/60 for example;
Threshold >80 Green /< = > 79 - 60 Orange < 59 red

Waiting
All Abandoned
Short Abandoned
SL
SL last hour

- Is it possible to create a workspace whit different service levels 85% of our department have a target SL of 80/60. But we have also an other with a target service level of 80/20. Is it possible to combine this information into the same window? If so, how can we do that?

I the coming future, can you tell us what we can expect about new releases? I’m curious about monitoring in combination whit WFM Genesys.

If you have any other comments feel free.

Thanks for your effort in advance!

Bastiaan

Title: Re: CCPulse how to make different adjustments for better use CCPulse?
Post by: cavagnaro on July 21, 2009, 01:15:49 AM

[quote author=Bastiaan28 link=topic=4480.msg19873#msg19873 date=1248101948]
- Is it possible to adjust the font? If so, how can we do that?
[/quote]
Yes, launch regedit and go to HKEY_CURRENT_USER\Software\GCTI\CallCenter\Attributes and modify the GridFontSize value.

[quote]
- Is it possible to create Thresholds into the Red area? If so, how we can do that?
[/quote]

What red area?? A screenshot would be helpful. There is not read areas in CCPulse...

[quote]
Colors Green – Orange – Red Service level 80/60 for example;
Threshold >80 Green /< = > 79 - 60 Orange < 59 red
[/quote]
Yes, create 3 thresholds only, then apply them to your view, this is well explained on the CCPulse help file.

[quote]
Waiting
All Abandoned
Short Abandoned
SL
SL last hour
[/quote]
Yes, create the required stats using DMA, check the statserver guide for this.

[quote]
- Is it possible to create a workspace whit different service levels 85% of our department have a target SL of 80/60. But we have also an other with a target service level of 80/20. Is it possible to combine this information into the same window? If so, how can we do that?
[/quote]
Yes, I guess you have several RPs, create templates for each SF you want, modify the statistic and apply respective TimeRanges to the ServiceFactor1 stat. You will need to create the TimeRanges using or CME or DMA.

[quote]
I the coming future, can you tell us what we can expect about new releases? I’m curious about monitoring in combination whit WFM Genesys.
[/quote]
Only Genesys can detail that, we are a user forum, not many Genesys techs come here frequently.

Title: Re: CCPulse how to make different adjustments for better use CCPulse?
Post by: tony on July 21, 2009, 09:54:10 AM

Hi Bastiaan,

[i](As already noted: This is not the Genesys Support site! :) )[/i]

Hopefully I have reached you "off line", too...?

From Genesys' perspective, they are moving towards a "Dynamic Contact Centre" Strategy, realised as GCIP.  Reading into this, it seems that some of the features of CCPulse+ (real-time stats) will be available in an Agent Desktop format (thin client) - although enhancements to CCPulse+ as a thick client are unclear.

I hope this helps?

Tony