Agent Login Time for different Mediatypes in CCPulse

General Discussion
1

Hello,

I have a problem with reporting in ccpulse for agents who work for two mediatype.
The Agents can login only for voice, only for email and both.
I want to have statistics for the Agent login time for only voice, only email and voice and email.
The statistics for only voice and only email work fine.
but when the agents login for voice and email only the statistic for voice counts.

I have 3 statistics with following filters:

voice:
MediaType=voice

email
MediaType=email

email & voice
(MediaType=email)&(MediaType=voice)

Has anyone a hint for me how it could work?

Thanks!

Regards
Knupf

2 Likes
2

Interestingā€¦

It sounds like you are talking about Agent Blending but I am not sureā€¦

What credentials are the Agents using to log into voice (ACD position? GAD? Something else?), email (GAD?) and then voice with email (ACD and GAD? or just GAD? Something else?)?

TT