Can CCPulse VQ Type and Agent

Genesys Cloud Routing
1

Looking into a possibility

Can CCPulse Show what Virtual queue the agent is currently on?
CCpulse 7.2

Thank You
Rellis

2

Do you mean what call the agent is currently on from a VQ?

Mark

1 Like
3

Should show the agents. Did you select the agents inside the agent group when created the WorkSpace?

2 Likes
4

That will not show you which call the agent is on though, in terms of which VQ it was queuing on. In many scenarios, agents take calls from more than 1 VQ.

I wonder, is it possible to use attached data from a call to have an effect on a custom field / filter in CCP? (kinda like utilising the ‘notreayagents’ to show NR state (reason code) in CCP.

Mark

5

Oh sorry virtual Queue, i got wrong with Virtual Group.
But the call on a Virtual Queue is still on the RP. Not arrived to the Agent Group yet, so if you want to know for example an inbound call it will be like to know from which RP the call came from, attaching a KVP should do the job. You can also try to check the TServer logs and see if there is any attached data that indicates the VQ and try to do a filter with it on CCPulse.

1 Like
6

Yeah, that’s what im thinking. It’s worth a try, will have a look at this at some point in the future, could be advantageous for team managers (and the like) to see this information.

1 Like
7

Sorry Guys
Took a little vacation.
Back now.
Yes I am trying to show the call the agent is on.
I have created teams in C Pulse and show all their metrics except the VQ Type they are actively on.

I will try your suggestions and see what comes up
Thank you
Randy