Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Gautham on June 15, 2016, 07:15:19 AM

Title: Total Call back count in agent IWS stats.
Post by: Gautham on June 15, 2016, 07:15:19 AM

HI friends,

Is there any ways to show agent how many number of call back  sheduled for the day. we need to show the total number of callback in iws stats for each agent.

Kindly guide me if there is a way to achieve this?

Tx

Title: Re: Total Call back count in agent IWS stats.
Post by: Kubig on June 15, 2016, 08:50:23 AM

I think there are tree possible ways:

[list type=decimal]
[li]OCS Java-based statistics[/li]
[li]BPR Stats[/li]
[li]IWS/WDE customization[/li]
[/list]

Title: Re: Total Call back count in agent IWS stats.
Post by: cavagnaro on June 15, 2016, 01:07:28 PM

What is BPR kubig?

Enviado de meu E6633 usando Tapatalk

Title: Re: Total Call back count in agent IWS stats.
Post by: Kubig on June 15, 2016, 01:23:56 PM

It is a part of eServices Reporting Toolkit, where you can get data from database on statserver level and provide them as standard statistics to the reporting clients.

Title: Re: Total Call back count in agent IWS stats.
Post by: Gautham on June 15, 2016, 02:17:11 PM

Thks Kubik.

Shall i get any samples. Please guide me where to start? if u provide some steps it will be very helpful for me to achieve this task.

Title: Re: Total Call back count in agent IWS stats.
Post by: cavagnaro on June 15, 2016, 07:11:14 PM

[quote author=Kubig link=topic=9658.msg43699#msg43699 date=1465997036]
It is a part of eServices Reporting Toolkit, where you can get data from database on statserver level and provide them as standard statistics to the reporting clients.
[/quote]

Well but eServices Reporting Toolkit is not available to everybody.
I think OCS Java can be the one but never saw it for CallBacks.

gowtham70 you basically create the statistic as any other on StatServer used by IWS and the configure IWS to display it. It is well explained on docs.

Test first on CCPulse if possible then put it on IWS/WDE