Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: New... on July 01, 2010, 07:03:18 AM

Title: Email Routing - CCPulse report
Post by: New... on July 01, 2010, 07:03:18 AM

Hi All,

Is there a way to see how many number of emails were handled by an agent with respect to different interaction queues?

ie: Agent1 handled 10 emails from Interaction Queue1 and 5 emails from Interaction Queue2...

Is there a way to show these details in reporting?

Title: Re: Email Routing - CCPulse report
Post by: tony on July 01, 2010, 08:42:09 AM

Hello! :)

It is not easy to mix/match reporting on 2 major Object Types on the same View in CCP.  You could try adding your Queue Names as attached data/KVP and use them on a Filter on the StatServer, then build an Agent View with the Queues as Filters.  But, I guess, that depends on how many Queues you need to report on...?

TT

Title: Re: Email Routing - CCPulse report
Post by: New... on July 01, 2010, 09:19:54 AM

Thanks, Tony. Implemented the same and it works fine.

Title: Re: Email Routing - CCPulse report
Post by: tony on July 01, 2010, 10:59:34 AM

...that was quick...! lol

TT