Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: danbranc on March 19, 2010, 03:01:07 PM

Title: CCPulse different agent view for Voice and Email
Post by: danbranc on March 19, 2010, 03:01:07 PM

Hi,

How can I have 2 real-time stat in CCPulse for agents, depending on what service type they are registered (email/voice).  If they are “Not Ready” for emails and “Ready” for voice , in group statistics that agent will be count as “Not ready” and I don’t have a precise view on how many agents are ready for the Voice call.

Title: Re: CCPulse different agent view for Voice and Email
Post by: catanirex on March 23, 2010, 07:46:54 AM

You can use filters on Mediatype. There are filters for VOICE and EMAIL_MEDIA shipped with Genesys.
Or you can define different stat parameters for voice and email, using the Mediatype=email in the statistical definitions.

Take a look in the statserver documentation!

Title: Re: CCPulse different agent view for Voice and Email
Post by: ecki on March 23, 2010, 11:11:49 AM

That would not work for non call stats.

Title: Re: CCPulse different agent view for Voice and Email
Post by: catanirex on March 23, 2010, 12:35:00 PM

Yes it works :-)

Of course you need to use Genesys 7/8 and Multimedia and Statserver 7.6 or 8. And also you need to to some careful testing depending on if you have more than 1 DN of each media on the place. (Physical DN for voice and capacity rule for email)

Example:
[Ready_Email]
Category=CurrentNumber
MainMask=WaitForNextCall
MediaType=email
Objects=Place,Agent,GroupPlaces,GroupAgents
Subject=DNStatus

[Ready_Voice]
Category=CurrentNumber
MainMask=WaitForNextCall
MediaType=voice
Objects=GroupAgents
Subject=AgentStatus

Title: Re: CCPulse different agent view for Voice and Email
Post by: danbranc on March 23, 2010, 02:20:00 PM

I confirm. Yes , it works. Thanks !!!