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CCPulse Tip - Enhanced Stats

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tmurdach:
[b]Viewing Extended Status And Call Details In CCPulse[/b]
By Tom ‘NawDeeb’ Murdach

Required:
[tt]
    Statserver 8+
    CCPulse 8+[/tt]

Follow the steps below to enable a CCPulse view which shows the following agent status information:
[tt]
    NotReady Reason
    Place
    Login
    Conn ID of Inbound Call
    ANI of Inbound Call
    DNIS of Inbound Call[/tt]

1. Create the following statistics on StatServer:
[tt]
    [AgentTargetStatus]
    MainMask = *
    Objects = Agent
    Category = CurrentTargetState
    Subject = AgentStatus

    [AgentExtendedStatus]
    MainMask = *
    Objects = Agent
    Category = CurrentState
    Subject =DNAction
[/tt]

2. In the CCPulse Application of CME, in Options, Set CustomStatistic, ExtendedCurrentStatus = true.

3. Create a new Agent template called Extended Status

4. Add statistic AgentExtendedStatus with Change Based notification

5. Add statistic AgentTargetStatus with Change Based notification

6. PLACE: Add a formula with the following content (when using copy/paste the quotes may need to be replaced):
[tt]
    result.Text = GetAgentState();
    function GetAgentState()
    {
    if(state.type != "AgentState") return "n/a";
    var r = state.PlaceID
    return r;
    }
[/tt]

7. LOGIN: Add a formula with the following content:
[tt]
    result.Text = GetAgentState();
    function GetAgentState()
    {
    if(state.type != "AgentState")
    return "n/a";
    var r = state.LoginID
    return r;
    }
[/tt]

8. Formula for Reason Code column (based on the ReasonCode syntax used by your softphone):
[tt]
    result.Text = state.type == "AgentState" ? Reason1() : "n/a";
    function Reason1()
    {
    var r = "";
    for(var i = 0; i < state.CallData.Count; i++)
    {
    var cd = state.CallData.Value(i);
    if (cd.Status == "NotReadyForNextCall" & cd.Value > "0" &
        (cd.Key == "ReasonCode" || cd.Key == "reasoncode"))
    return cd.Value;
    }
    r += "N/A";
    return r;
    }
[/tt]

9. Formula for Active Call column:
[tt]
    result.Text = state.type == "AgentState" ? CallInfo1() : "n/a";
    function CallInfo1()
    {
    for(var i = 0; i < state.CallData.Count; i++)
    {
    var cd = state.CallData.Value(i);
    var r = "";
    r += cd.ConnID + " ANI:" + cd.ANI + " DNIS:" + cd.DNIS;
    if (cd.ConnID > "0") return r;
    }
    var r = "N/A";
    return r;
    }
[/tt]

10. Create an Agent Group or individual agent view selecting this new template.

Kevin S:
tmurdach -
Great information! But I seem to be CCPulse-challenged. Could I impose on you to provide an example of setting up to display the CallData information (ConnID, ANI, or DNIS)?

Thanks.

Kevin

Koldun:
Kevin,

If you can attach ConnID, DNIS, ANI as UserData via stratyegy or agent desktop, then there is a solution in Genesys SolutionSearch "How to show UserData in the CCPulse" (id 78740).


Regards,
Pavel

simonclements:
Great info Tom,

Question: Is there a doc that outlines the setup of these data structures?
Very familiar with the scripting aspect just struggling to know what syntax etc. to use and what data is available

Cheers
Simon

René:
Hi Simon,

You can find details about objects supported by CCPulse+ in 'Using Custom Statistics' chapter of the Reporting 8.0 CCPulse+ Administrator's Guide

R.

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