CCPulse CurrentAgentState differentiation for different media

Anyone have a clue how to differentiate and show the media of a particular inbound interaction that an agent is handling?

The default CurrentAgentState only shows “InboundCall” for any inbound interaction without any regard to Email/Chat/Workitem/etc… (As far as I know at least.)

I have a workaround similar to the implementation of AUX codes where I create two counters filtered by MediaType. These increment only during the InboundCall state. Depending on which one is growing I can tell if the agent is taking a call or doing email.

I use a separate formula to display “Inbound Call” or “Inbound Email” when the respective counter is greater then 0. Else show CurrentAgentState.

This does the trick (however I have to use a separate counter to show time in any state as I have not figured out how to include that within my formula.)

I just think there should be a simpler more direct way of differentiating between inbound media types in CCPulse.

What I have done is to create different CCPulse applications that are started with different logons.
So you restrict privileges on email DNs for the voice CCPulse application and viceversa on email CCPulse app.
The drawback is that you will need 2 CCPulse opened on yor computer.

Mihai

You may use MediaFormat and MediaType options in template wizard in CCPulse. These options define which and how is statistic calculated (capacity rule - routable,max,current).Read the doc.