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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: sundaraas on March 16, 2014, 02:49:55 AM

Title: [QES] Need Help in CCPulse Application
Post by: sundaraas on March 16, 2014, 02:49:55 AM

Hi Team,

We have the below requirement from our client,

[b]1. CCPulse [Application Version 8.0.101.34] :[/b]

[u][b]For Inbound:[/b][/u]

a. The Ops team wants to monitor the Agent status [Only Count of Agent Ready, NotReady, Hold, ACW, Ide] in the VQ or Queue Group view

We can see the Count of LoggedIn and Ready agents after assigned the VQ into the respective Agent Group. How do I get the
                other status like NotReady, Hold, ACW, Idle?

b. Is it possible, Can we configure the CallsWaiting Stat into the AgentGroup View?

[u][b]For Outbound:[/b][/u]

C. In Campaign View, the RecordNotProcessed stat calculates "Recordstatus = Ready OR Retrieved AND RecordType = General". We
        need to include the "Attempt" also. I tried all the solution search and Javacatogery also, but no luck.

Please help me for the above

Title: Re: [QES] Need Help in CCPulse Application
Post by: sundaraas on March 18, 2014, 01:00:16 PM

Hi Team,

Can I get any solution for the requirement?

Title: Re: [QES] Need Help in CCPulse Application
Post by: Kubig on March 18, 2014, 01:08:18 PM

What is not undestandable for you within the needs? Some concepts are bad formulated, but all is relative basic for implementation.

Title: Re: [QES] Need Help in CCPulse Application
Post by: pdavid on March 18, 2014, 04:11:31 PM

sundaraas - it looks like what you need is to add/create stats to your Group of Agents templates, specifically like the below

Category - CurrentNumber
Subject - AgentStatus
Main Mask - which ever count you are looking for (Not Ready, Ready, etc.)

I have this setup for my organization in order to get a 5000 foot view.

Hope this helps.