CCPulse+ ObjectFormat configuration

NICE CXone API & Integrations
1

Hello,

I am trying to adapt the display format for agents. Currently, we use FormatAgentInfo in the registry; I need to get rid of this. Instead, I want to use ObjectFormat / Agent in the CCPulse application object.

But:

  • the documentation is totally unsatisfying. I know what C format strings are, but in in what order does ccpulse pass the values? That’s not described
  • CCPulse doesn’t accept any entry. Even the example “%.5s, %.5s %.5s” from the manual is rejected as invalid.

CCPulse supposedly supports ObjectFormat since version 8.0.1.

I am running CCPulse+ 8.1.100.68. In my application object, I created an ObjectFormat section and an Agent entry. Since I am receiving an error, this is the place where CCPulse is looking, but it’s not happy with my entries.

What am I missing?

Greetings
Rolf

2

From Genesys KB

000085172
Article Type Q&A
Title How to configure CCPulse options in ObjectFormat section
Summary
Question/ Problem
How to configure CCPulse options in ObjectFormat section.

From Reporting 8.1 CCPulse+ Administrator’s Guide (Document Version: 81rt_ad_ccpulse+_11-2014_v8.1.001.00)
Example: Formatting an Agent

For EmployeeID=Employee, FirstName=Johnathon, and LastName=Smith
• %.5s, %.5s %.5s
produces the following result:
Emplo, John Smith
• %.6s, %.7s %.5s
produces the following result:
Employ, Johnath Smith

The examples do not clearly show how to setup CCPulse options in ObjectFormat section.
Answer/ Details
Example of CCPulse options for ObjectFormat section:
For EmployeeID=Employee, FirstName=Johnathon, and LastName=Smith

Agent=%.5s, %.4s %.5s; EmployeeID, FirstName, LastName
produces the following result:
Emplo, John Smith

Agent=%.6s, %.7s %.5s; EmployeeID, FirstName, LastName
produces the following result:
Employ, Johnath Smith

Examples for ObjectFormat section :

  1. %d %s %d; DBID, Tenant, TenantDBID
    Applicable for all objects, including Agents and DNs

  2. %s; name
    Applicable for all objects, except Agents

  3. %s - %s.%s; EmployeeID, FirstName, LastName
    Applicable only for Agents.

  4. %s, %s, %s; Alias, SwitchName, Number
    Applicable only for the following objects(DNs):
    -DN
    -ACDPosition
    -Chat
    -CoBrowse
    -Dialer
    -Email
    -Extension
    -ExternalRoutingPoint
    -ExternalRoutingPointInTheGroup
    -Fax
    -Queue
    -QueueInTheGroup
    -RoutePoint
    -RoutePointInTheGroup
    -RoutingQueue
    -RoutingQueueInTheGroup
    -ServiceNumber
    -ServiceNumberInTheGroup
    -Video
    -VirtualQueue
    -VirtualQueueInTheGroup
    -VirtualRoutePoint
    -VirtualRoutePointInTheGroup
    -VoiceTreatmentPort
    -VoIP
    Supplemental Information
    For more information about object format settings and printf function, refer to http://www.cplusplus.com/reference/clibrary/cstdio/printf/.

3

Hello cavagmaro,

after some initial confusion, I finally saw what I was missing: the configuration entry consists of two parts, separated by a semicolon:

(1) The format string
(2) The list of properties to format

Yes, the manual states that. And I read that. But the following examples just show the format part, not the property list. And stupid me forgot what I had read.

Using “%s %s %s; EmployeeId, FirstName, LastName” as a ObjectFormat value for Agent works. I can build on that.

Thank you very much
Rolf

4

;D ;D Great it helped
Yeah, Genesys docs can be confusing even after reading 3/4 times. Have been there too.