CCPulse Current State

General Discussion
1

Hi ,

In CCpulse 8.1 is there any way to show the current state as “CallInbound” when the agent is on a call and “Workitem” when the agent is working on a iWD work .. Currently it shows “CallInbound” for both scenarios. I am not able to find anything on documentation to do this.

Any help please?

2

From memory; There is a CallType element which can differentiate between Interaction Types. If you can copy in the stat/code you are using, it would be helpful…

3

On a Call? Inbound? Outbound? Internal?
Workitem… Which is its status?
Each Place will have two DN at least for what you mentioned, so check on StatServer or CCPulse which are those and then check their priority. That is the status will be shown for place and agent.

You can’t convert an inbound interaction to an Outbound or viceversa

Enviado de meu E6633 usando Tapatalk

4

Currently the stat is very simple

Category - CurrentState
MainMask -*
Objects - Agent
Subject - AgentStatus

I want the current state like below

Agent A - LoggedIn
Agent B - CallInbound
Agent C- Chat
Agent D - Workitem

5

I think you can apply a Filter based on MediaType and/or InteractionSubtype to differentiate between Voice and other Media Types.

6

Thanks Adam

But how do I map it to a single column in the CCpulse View ?

Agent ID — Current State
Agent A - CallInbound
Agent B - Workitem
Agent C - Chat

Do I need to write a formula ?

7

Yes - Filters are applied at StatServer level and a Formula - using the Filters - is applied at CCPulse / Workspace level. I’ll see if I can dig out the references but - to be honest - if you try and build it yourself, you will learn more.

8

there are lots of great threads about Filters and CCpulse that you can search for which will guide you,

9

Team,

Herewith i have mentioned the formula for the agent status in different states in the CCPulse.

Formula:
result.Text = GetAgentState();
function GetAgentState()
{
if(state.type != “AgentState”) return “n/a”;
var r = state.Status;
for(var e=new Enumerator(state.DNs);!e.atEnd();e.moveNext())
{
r += GetDNState(e.item());
}
return r;
}

10

I also use filters for voice and media but if agent is busy with an inbound email, it still shows as CallInbound.
I don’t think it’s is possible to show as “eMail inbound”. Or did misunderstand the question?

But would love to hear other ideas :slight_smile: