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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: szs5tim on October 07, 2015, 07:44:39 PM

Title: CCPulse count agents using specific reason code
Post by: szs5tim on October 07, 2015, 07:44:39 PM

Hello,

The situation is the following:

I set up 2 separate reason codes for Break status.
One is for normal break and the other for short break.
I can do it by adding 2 CurrentAgentState statistics to the template and set a filter on them with the reason codes.
But the problem is that I would need to combine the two and display them as 1 graph bar.

Maybe do it like I explained above with two separate statistics for each reason code and hide the Graph part for them and create a Formula to combine both of the statistics and count them combined as one?

But how?

Do you have any idea? ???

Thanks  :)

Title: Re: CCPulse count agents using specific reason code
Post by: szs5tim on October 08, 2015, 12:37:26 PM

I figured it out by combining the two reason codes in a filter on StatServer

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