Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Andris Zelčs on October 13, 2016, 09:51:10 AM

Title: CCPulse CurrentAgentState
Post by: Andris Zelčs on October 13, 2016, 09:51:10 AM

Hallo!
Can I change current agent state name just for one CCPulse?
I need short current agent state names. For example AfterCallWork rename to ACW, NotReadyForNextCall rename to NR and others. Beasause I havent too much space in my templates.
Thanks,
Andris Zelčs

Title: Re: CCPulse CurrentAgentState
Post by: Adam G on October 13, 2016, 10:32:30 AM

If you create an instance of CCPulse in CIM/Administrator, you can set the Storage to a local drive.  Copy your .stg files to that local drive, open the instance of CCPulse you have created in CIM/Administrator on the local PC and you can amend them to whatever your need.

Title: Re: CCPulse CurrentAgentState
Post by: Andris Zelčs on October 13, 2016, 11:10:58 AM

OK. But can you write the formula, how I can change the name of CurrentAgentState?

Title: Re: CCPulse CurrentAgentState
Post by: Tambo on October 13, 2016, 01:45:02 PM

highlight the stat you have moved over and click on 'rename' when you are making up your template

Title: Re: CCPulse CurrentAgentState
Post by: Andris Zelčs on October 13, 2016, 01:57:21 PM

I use category Current State with Statistical type CurrentAgentState. And here I cant rename state NotReadyForNextCall and other.

Title: Re: CCPulse CurrentAgentState
Post by: Tambo on October 13, 2016, 02:10:19 PM

ahhh ok you need to create filters based on all of your not ready codes (do this in the stats servers under option tab / filters) and then move over your stats in your template and change the filter in the properties tab to each not ready code. Hide them in your view then create a formula as per below, this will then show the real reason for not ready instead of the generic NotReadyForNextCall

result.Text = CalculateReason();



function CalculateReason()

{

if (ccpulse.group("Individual Agent").statistic("1-2-1")>0)
  {
  var d = ccpulse.group("Individual Agent").statistic("1-2-1")
  var h = Math.floor(d / 3600);
  var m = Math.floor(d % 3600 / 60);
  var s = Math.floor(d % 3600 % 60);
  var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
  return " 1-2-1 (" + f + ")";
  }

if (ccpulse.group("Individual Agent").statistic("ACW Extend")>0)
  {
  var d = ccpulse.group("Individual Agent").statistic("ACW Extend")
  var h = Math.floor(d / 3600);
  var m = Math.floor(d % 3600 / 60);
  var s = Math.floor(d % 3600 % 60);
  var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
  return " ACW Extend (" + f + ")";
  }

if (ccpulse.group("Individual Agent").Admin>0)
  {
  var d = ccpulse.group("Individual Agent").Admin
  var h = Math.floor(d / 3600);
  var m = Math.floor(d % 3600 / 60);
  var s = Math.floor(d % 3600 % 60);
  var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
  return " Admin (" + f + ")";
  }

if (ccpulse.group("Individual Agent").statistic("Call Feedback")>0)
  {
  var d = ccpulse.group("Individual Agent").statistic("Call Feedback")
  var h = Math.floor(d / 3600);
  var m = Math.floor(d % 3600 / 60);
  var s = Math.floor(d % 3600 % 60);
  var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
  return " Call Feedback (" + f + ")";
  }

if (ccpulse.group("Individual Agent").statistic("Comfort Break")>0)
  {
  var d = ccpulse.group("Individual Agent").statistic("Comfort Break")
  var h = Math.floor(d / 3600);
  var m = Math.floor(d % 3600 / 60);
  var s = Math.floor(d % 3600 % 60);
  var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
  return " Comfort Break (" + f + ")";
  }

if (ccpulse.group("Individual Agent").statistic("Daily Brief")>0)
  {
  var d = ccpulse.group("Individual Agent").statistic("Daily Brief")
  var h = Math.floor(d / 3600);
  var m = Math.floor(d % 3600 / 60);
  var s = Math.floor(d % 3600 % 60);
  var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
  return " Daily Brief (" + f + ")";
  }

if (ccpulse.group("Individual Agent").FreeDial>0)
  {
  var d = ccpulse.group("Individual Agent").FreeDial
  var h = Math.floor(d / 3600);
  var m = Math.floor(d % 3600 / 60);
  var s = Math.floor(d % 3600 % 60);
  var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
  return " FreeDial (" + f + ")";
  }

if (ccpulse.group("Individual Agent").Lunch>0)
  {
  var d = ccpulse.group("Individual Agent").Lunch
  var h = Math.floor(d / 3600);
  var m = Math.floor(d % 3600 / 60);
  var s = Math.floor(d % 3600 % 60);
  var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
  return " Lunch (" + f + ")";
  }

if (ccpulse.group("Individual Agent").Meeting>0)
  {
  var d = ccpulse.group("Individual Agent").Meeting
  var h = Math.floor(d / 3600);
  var m = Math.floor(d % 3600 / 60);
  var s = Math.floor(d % 3600 % 60);
  var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
  return " Meeting (" + f + ")";
  }

if (ccpulse.group("Individual Agent").statistic("Sched Break")>0)
  {
  var d = ccpulse.group("Individual Agent").statistic("Sched Break")
  var h = Math.floor(d / 3600);
  var m = Math.floor(d % 3600 / 60);
  var s = Math.floor(d % 3600 % 60);
  var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
  return " Scheduled Break (" + f + ")";
  }

if (ccpulse.group("Individual Agent").statistic("Sign Off")>0)
  {
  var d = ccpulse.group("Individual Agent").statistic("Sign Off")
  var h = Math.floor(d / 3600);
  var m = Math.floor(d % 3600 / 60);
  var s = Math.floor(d % 3600 % 60);
  var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
  return " Sign Off (" + f + ")";
  }

if (ccpulse.group("Individual Agent").Training>0)
  {
  var d = ccpulse.group("Individual Agent").Training
  var h = Math.floor(d / 3600);
  var m = Math.floor(d % 3600 / 60);
  var s = Math.floor(d % 3600 % 60);
  var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
  return " Training (" + f + ")";
  }

if (ccpulse.group("Individual Agent").Unwell>0)
  {
  var d = ccpulse.group("Individual Agent").Unwell
  var h = Math.floor(d / 3600);
  var m = Math.floor(d % 3600 / 60);
  var s = Math.floor(d % 3600 % 60);
  var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
  return " Unwell (" + f + ")";
  }

if (ccpulse.group("Individual Agent").VAT>0)
  {
  var d = ccpulse.group("Individual Agent").VAT
  var h = Math.floor(d / 3600);
  var m = Math.floor(d % 3600 / 60);
  var s = Math.floor(d % 3600 % 60);
  var f = ((h > 0 ? h + ":" : "") + (m > 0 ? (h > 0 && m < 10 ? "0" : "") + m + ":" : "0:") + (s < 10 ? "0" : "") + s);
  return " VAT (" + f + ")";
  }


return " ";

}