Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Pillai on November 17, 2009, 10:57:56 PM

Title: Agent Idle time in CCPulse
Post by: Pillai on November 17, 2009, 10:57:56 PM

Hi Buddy, ;D

I created the below two threshold in ccpulse

1. Threshold --
if Threshold.StatValue = StatAction.SDNAWaitForNextCall then
Threshold.Result = true
end if

       Action
color changed to Red

2. Threshold
if Threshold.StatValue = StatAction.SDNAWaitForNextCall then
Threshold.ActionDelay=120
Threshold.Result = true
end if

        Action:
color changed to Green

In this scenario, my ccpulse excute which one I select first.
For Eg: I set the first threshold is first, then ccpulse notifies the red color at WaitForNextCall in exceeding the 120 seconds or selecting the the second threshold at first, the ccpulse notifies the green color after exceeding the 120 seconds other wise the the ccpulse notifies the default color.

Any solve this issue. ???

Title: Re: Agent Idle time in CCPulse
Post by: tony on November 18, 2009, 11:34:32 AM

AFAIK, It's working as designed...

Your first Threshold/Action means you want your Agent Status to go RED immediately when waiting for next call and your second Threshold/Action means you want your Agent Status to go GREEN after 120 seconds of waiting for next call... but you are applying them both at the same time.  This means both Thresholds and both Actions are valid, irrespective of which one you apply first/second...

What do you want your Thresholds and Actions to do, exactly?

T