CCPulse -- Custom Threhsolds

Genesys Cloud Routing
1

Team,

We have created the custom thresholds for different agent states in the CCPulse.

For agent Ready , Not_Ready & Busy state. And the following colours.

Ready – Green, NotReady – Red , Busy → Yellow.

And it is all working fine. But whether it is possible to display custom agent state. such as

Wait for next call → ready
Not Ready for next call → Not Ready
And all other states not equal to Logged out → Busy.

Kindly let me know is there any possible solutions, to display like ready,notready,busy in the CCPulse..

2

search the forum for filters, there are plenty of threads

3

[CurrentExAgentState]
Category=CurrentState
MainMask=*
Objects=Agent
Subject=DNAction
Release Note CCPulse+ 7.1.x

In addition, a new option, ExtendedCurrentStatus, has been added to CCPulse+ configuration to enable CCPulse+ to display reasons in current state statistics provided through agent views. This new configuration option must be included in the new section, CustomStatistic, and the option must be set to true. This option’s default value is false.

To use this feature, it is also required that you use a specific stat type for agent current state statistics. This stat type, defined below, enables Stat Server to provide call-related data along with duration and actual status data:

4

Team,

Thanks for your reply.. I have created and added the above mentioned stat. It is working for each agent state.. But i have concern that, i.e.How to mention the agent state as Busy in CCPulse. Kindly looking forward for your possible suggestions.?

5

Can you please describe your requirement in more detail :slight_smile:

6

Team,

We need to display the following in CCPulse.

When agent is in ready state — Need to show as Ready(Green Colour).
When agent is in Not Ready state — Need to show as NotReady(Red Colour)
When agent is in Busy state — Need to display as Busy(Yellow Colour)..

But currently we created as
When agent is in ready state —Wait for next call(Green Colour)
When agent is in not ready state — Not Ready for Next call(Red Colour)
When agent is all another state except logged out — Respective state name (Yellow Colour)…

Need your suggestions to display as above mentioned requirements.

7

Then alter your thresholds and apply what you need.
At least post your configuration.
There are many posts about that, read CCPulse help file about status and apply them.

Enviado de meu E6633 usando Tapatalk

8

for CurrentExAgentState stat you cannot create color thresholds