Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: S2H on December 16, 2015, 03:29:52 PM

Title: Display agent skill in pulse
Post by: S2H on December 16, 2015, 03:29:52 PM

Hi,
  How to show what skill in realtime that an agent is on? And, how to do display it the pulse.

And i tried in Pulse by using the formula,
Result = G.GetSkill(Data.Current_Status.Value). But, it is not working. Please help me to solve this issue.

Thanks in advance

Title: Re: Display agent skill in pulse
Post by: cavagnaro on December 16, 2015, 06:38:03 PM

Skills by 100th time is part of Configuration layer, not reporting layer. You can't by default
On Ccpulse users did a trick to query the CfgServer DB to show this information.
Pulse is far more restricted right now

Title: Re: Display agent skill in pulse
Post by: S2H on December 17, 2015, 07:19:02 AM

Thanks for your reply. I will look into it.

Title: Re: Display agent skill in pulse
Post by: Maxwell on December 17, 2015, 08:46:50 AM

Hi

I understand what you are saying, but in the same vain - if you had a custom kvp that you attached as user data during the call. Why can't you adjust the formula Result = G.CustomKVP(Data.Current_Status_KVP.Value); and add the filter in Stat server? since Service Type is just a KVP that's attached just the same way

Title: Re: Display agent skill in pulse
Post by: Kubig on December 17, 2015, 09:25:54 AM

Hi,

by "pulse" do you mean CCPulse or Pulse solution?

Title: Re: Display agent skill in pulse
Post by: S2H on December 17, 2015, 10:03:01 AM

Hi kubig,
      I meant  Genesys Pulse (GAX plug-in application).

Title: Re: Display agent skill in pulse
Post by: S2H on December 17, 2015, 10:03:38 AM

Thanks maxwell...

Title: Re: Display agent skill in pulse
Post by: Maxwell on December 17, 2015, 01:10:12 PM

Hey S4,

From Genesys Customer Care:

You can use next formula in order to display desired userdata:

Result = G.GetUserDataValue(Data.Current_Status.Value,'user_data_key');

Please note, that you should have Current_Status statistics with 'User Data' checkbox enabled in the same widget.
Don't forget to add corresponding filter to StatServer options: user_data_key=PairExists(UserData,"user_data_key", "*"). You can replace '*' with any particular value.

Goodluck

Title: Re: Display agent skill in pulse
Post by: S2H on December 17, 2015, 02:31:24 PM

Hi maxwell,
            Thanks for your reply. And, your answer helped me a lot.