CCPulse: AgentStatus - Queue - Skill

Genesys Cloud Routing
1

Hi!

I want to build a view in CCPulse so that I can Overview each agent, and beeing able to see wich call and from wich Q or VQ the agent has accepted the call.

Its hard to explain, but see it like this.

An agent have 2 different skills, and answeres on 2 different Q´s.
Can i in some way see, if the agent has the agent status: “Inbound” wich skill has triggered the agent to answer the call?

Hope you understand =)

2

Perhaps…

If you are using SkillName (as an attached data item - or “key-value pair”) in the Routing, to determine which Queue should be used, you could apply a Filter to your N_Inbound Statistic, to determine which one used SkillName1 and which ones used SkillName2.

In this way, you can build a View with 3 N_Inbound statistics:

N_InboundSkillName1 (made from N_Inbound and a Filter for kvp = SkillName1)
N_InboundSkillName2 (made from N_Inbound and a Filter for kvp = SkillName2)
N_Inbound (no Filters)

In this way, you should be able to see both Skills in the View and you also have a “control” statistic (N_Inbound). Useful to see that your Agents are taking the calls you intended them to. You can check this by applying the following;

N_InboundSkillName1 + N_InboundSkillName2 = N_Inbound

If this is not true, then either your Filters are not working or your Agents are taking calls for other SkillNames - or no SkillNames!

I hope this helps?

Tony

3

I´ll try it out!

Do you think it will work with more than 2 skills?

2 Likes
4

As long as you know what the naming conventions are for your KVP (Key-Value Pair) then you can pre-define your Filters in the StatServer>Options>Filters. Usually something like:

SkillName = “CustomerServices”
SkillName = “TechnicalServices”

Remember that your Key and your Values must match what you are using in your Routing and you should be OK…

Tony

5

Tony,

Thanks for all of your help in the past in the group and others.

Anyone able to show me how to build the statistic using the filters shown in here. I too would like to be able to the show the skill of the current call in a CCPulse view. I mainly use the canned stats in stat server.

Thanks in advance,

Neil

1 Like