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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: kapusta1152 on August 21, 2009, 02:53:58 PM

Title: Reporting on agents not received any calls in 30 minutes
Post by: kapusta1152 on August 21, 2009, 02:53:58 PM

Hello All,



Can Genesys (Reporting) provide data that identifies x number of agents have not received any calls in 30 minutes, at which point a trouble ticket can be created for someone to investigate the situation?


Thanks,

Title: Re: Reporting on agents not received any calls in 30 minutes
Post by: Steve on August 24, 2009, 09:38:45 AM

It probably is possible, but how useful would knowing that 6 agents in a team had not had any calls in the last 30 minutes?

Personally I would set up an agent level threshold that changes the colour of the agents name (on the left hand side of CC-Pulse) when the 30 minute target is reached. In this way you could see at a glance which agents are affected.

The threshold below would do the job -

[color=blue]if Threshold.StatValue = StatAction.SDNAWaitForNextCall then
Threshold.ActionDelay=1800
Threshold.Result = true
end if[/color]

Apply this to all your agents with a suitable colour action.