Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vma on April 27, 2015, 04:34:43 PM

Title: Statistics in Workspace
Post by: vma on April 27, 2015, 04:34:43 PM

Hi,

Anyone knows if it's possible to display email statistics in Workspace 8.5? And more than that to both display eservices and voice call center statistics?
I have for voice now and customer has requested email statistics also but I can't see a way to do it. At the moment in statistics.queues option I have specified $AGENTGROUP.ORIGINATIONDNS$ for VQs but IQs are not DNs so where can I specify on which IQs should the defined statistics be applied?

Thanks,
Mihai

Title: Re: Statistics in Workspace
Post by: Kubig on April 28, 2015, 08:59:00 AM

What about "interaction-queue-presence" section and related options?

Title: Re: Statistics in Workspace
Post by: vma on April 28, 2015, 10:15:37 AM

but how do I specify the IQs I want to be monitored? if I put them manually in statistics.queues option then statistics for voice will be applied to these IQs also which of course will end up with an error.

Title: Re: Statistics in Workspace
Post by: Kubig on April 28, 2015, 11:57:14 AM

http://docs.genesys.com/Documentation/IW/latest/Dep/Sectioninteractionqueuepresence

Title: Re: Statistics in Workspace
Post by: vma on April 28, 2015, 03:50:31 PM

Thank you Kubig,

Unfortunately this will activate some metrics on queues in the team communicator so I have to write the name of the queue to see these statistics.
For voice you have a tab called Call Center Statistics where you can see selected queues and selected metrics on those queues. I would like to see something similar for IQ's in the same or another tab. Some agents will go ready on email only if there are a lot of emails in the queues but at the moment they have no way of knowing that and I can't ask them to search the IQs one by one in the Team Communicator.

Thank you,
Mihai