Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: S2H on May 14, 2014, 03:31:00 PM

Title: Current Number of ready agents
Post by: S2H on May 14, 2014, 03:31:00 PM

I have tested the following stat,

When the agent receives an inbound call, the current number of ready agents will be
decreased by 1. But for these stat, the value is not decreasing


Current_Number_Wait_Status
--------------------------------------------
Objects  :  GroupAgents,GroupPlaces
Category  :  CurrentNumber
MainMask  :  WaitForNextCall
Subject  :  DNAction

whether MainMask->WaitForNextCall is not applicable only with
category->DNAction.

Title: Re: Current Number of ready agents
Post by: mduran22 on May 14, 2014, 04:52:09 PM

Have you made sure that the agent is part of the Agent Group or has the correct skill to be part of the virtual agent group?

Title: Re: Current Number of ready agents
Post by: cavagnaro on May 14, 2014, 06:11:12 PM

Why should it decrease? The Action is still happening as for the Inbound call to happen he has to be on Ready. You want Status instead then

Title: Re: Current Number of ready agents
Post by: S2H on May 15, 2014, 03:08:48 PM

Sorry , I couldn't understand it. Can you please elaborate it.

Title: Re: Current Number of ready agents
Post by: cavagnaro on May 15, 2014, 03:40:19 PM

Seems you don't follow your own posts:

https://forums.genesyslab.com/showthread.php?t=64693

Title: Re: Current Number of ready agents
Post by: G3n35Y5 on May 21, 2014, 07:25:50 AM

You need to use DNStatus instead of DNAction.