Calls Per Hour by Agent Group

Genesys Cloud Routing
1

Hello,

This should be easier than thought but Im trying to achieve a ccpulse real time level (and historical) statistic which will show the number of calls (inbound), calls dialed and outbound calls per hour for a group of agents.

When I try the following formula (documented within reporting technical reference guide for N_Calls_Per_Hour) it provides a end result of calls per agent per hour rather than the group:

FORMULA
case T_LOGIN
when 0 then 0
else convert( float, N_INBOUND + N_OUTBOUND + N_INTERNAL +
N_CONSULT + N_UNKNOWN ) * 3600 / T_LOGIN
end

Within CCPulse I am using for N_Inbound_Per_Hour:
ccpulse.CCT.Inbound * 3600 / ccpulse.CCT.statistic(“Total_Login_Time 1”)

Any ideas would be appreciated.

Thanks,WA

2

when 0 then 0 ??? What does that mean?

This looks like the “while true” people use in Unix command line scripts. In that case it is always true and runs until you stop it, in your case I suspect “when 0 then 0” is always true, so the “else” clause is never considered.

Why don’t you just add columns to pulse for total inbound, total outbound etc, measured over a sliding hour or resetting every hour and then use a formula to add them together? You could even hide the source columns if you wanted to.

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