CCpulse query

I’m trying to build a very simple view but it’s driving me nuts! :-
The requirement is to allow the supervisor to view a list of agents in an agent group.
They want to see who’s on a call and highlight them as follows:
Up to 3 mins: Green
3-6 mins: Yellow
6+ mins: Red
In my view I have just one statistic: Agent State. (Shows agent state and time in that state)
However when I try to set a threshold against Agent State I can only do so against the ‘state’ itself, not the time the agent has been in this state. When I look at the other ‘time’ statistics they all seem to be cumulative or average totals.
Can anyone tell me how to set a threshold against the time an agent has been in any give state or where I can find a statistic of ‘time in current state’?

Thanks, y’all

You cannot set threshold on the native “AgentStatus” statistic. You will have to separate the Status an the Time in 2 differents statistics :

[AG_CurrStatusTime]
Category=CurrentTime
Description=Time in current state for an agent
MainMask=WaitForNextCall, NotReadyForNextCall, AfterCallWork, CallInbound, CallOutbound, CallInternal, CallOnHold, CallConsult
Objects=Agent, GroupAgents, GroupPlaces, Place, RegDN
Subject=DNStatus

and

[CurrentExtendedAgentState]
Category=CurrentState
Description=Agent Extended Status
MainMask=*
Objects=Agent
Subject=DNAction

Hope this helps

Where do I go to enter this code? (I’m using 7.5)
If I go into the properties for CurrentAgentState these fields are greyed out.
If I add a new ‘Formula’ and go into properties it’s looking for some code in an ‘ActiveX
Scripting Expression’ box.

These definitions have to be entered in the options TAB of your StatServer Reporting via Configuration Manager
Then restart CCPulse+, and you will be able to see them by creating a new Agent view.
The formula uses VBS scripting language : Here is an example to show my own text rather than Genesys agent states (in french):

a = StatVoix();
if (a!="") { 
	result.text = a;
} else {
	if (ccpulse.group("Etats (à masquer)").PretVoix==1) result.text = "Prêt" 
	if (ccpulse.group("Etats (à masquer)").RetraitVoix==1) result.text = "Retrait"
	if (ccpulse.group("Etats (à masquer)").PostTraitementVoix==1) result.text = "Post-Traitement"
	if (ccpulse.group("Etats (à masquer)").AppelEntrant==1) result.text = "Conv entrante"
	if (ccpulse.group("Etats (à masquer)").AppelSortant==1) result.text = "Conv sortante"
}

function StatVoix() {
	etat = ccpulse.group("Etats (à masquer)").statistic("Etat Voix")
	if (etat == 4 && ccpulse.group("Etats (à masquer)").PretVoix==1) {
		return "Prêt"
	} else if (etat == 5) {
		return "Conv (décroché)"
	} else if (etat == 0) {
		return "Non Monitoré"
	} else if (etat == 1) {
		return "Monitoré"
	} else if (etat == 6) {
		return "Conv (numérotation)"
	} else if (etat == 7) {
		return "Conv (sonnerie)"
	} else if (etat == 8 && ccpulse.group("Etats (à masquer)").RetraitVoix==1) {
		if (ccpulse.group("Etat Courant").statistic("Tps RT1")>0) { return "Retrait 1" }
		else if (ccpulse.group("Etat Courant").statistic("Tps RT2")>0) { return "Retrait 2" }
		else if (ccpulse.group("Etat Courant").statistic("Tps RT3")>0) { return "Retrait 3" }
		else if (ccpulse.group("Etat Courant").statistic("Tps RT4")>0) { return "Retrait 4" }
		else if (ccpulse.group("Etat Courant").statistic("Tps RT5")>0) { return "Retrait 5" }
		else if (ccpulse.group("Etat Courant").statistic("Tps RT6")>0) { return "Retrait 6" }
		else { return "Retrait" }
	} else if (etat == 9 && ccpulse.group("Etats (à masquer)").PostTraitementVoix==1) {
		return "Post-Traitement"
	} else if (etat == 13 && ccpulse.group("Etats (à masquer)").AppelEntrant==1) {
		return "Conv (garde)"
	} else if (etat == 19 && ccpulse.group("Etats (à masquer)").AppelEntrant==1) {
		return "Conv (double appel)"
	} else if (etat == 20 && ccpulse.group("Etats (à masquer)").AppelEntrant==1) {
		return "Conv (interne)"
	} else if (etat == 21 && ccpulse.group("Etats (à masquer)").AppelSortant==1) {
		return "Conv (sortante)"
	} else if (etat == 22 && ccpulse.group("Etats (à masquer)").AppelEntrant==1) {
		return "Conv (entrante)"
	} else if (etat == 23) {
		return  "Délogué"
	} else if (etat == -1) {
		return ""
	} else {
		return ""
	}
}

There is an easier way.

In the threshold examples that Genesys provides there is a threshold which shows status with a delay. Simply edit the example to wait x seconds before applying for a particular status.

Example for Inbound calls

Up to 3 mins: Green
if Threshold.StatValue = StatAction.SDNACallInbound then
Threshold.Result = true
end if

3-6 mins: Yellow
if Threshold.StatValue = StatAction.SDNACallInbound then
Threshold.ActionDelay = 180
Threshold.Result = true
end if

6+ mins: Red
if Threshold.StatValue = StatAction.SDNACallInbound then
Threshold.ActionDelay = 360
Threshold.Result = true
end if

I like this option, Sylvainsjc, because it means I don’t have to configure new stats and stop/start Stat server.

However, CurrentAgentState always stays green.
I assume this is because all 3 ‘if’ statements and, consequently, all 3 thresholds return true eventually.
I.e. - For the first 3 mins only the first threshold is true so field is Green
For the next 3 mins both the first and second threshold are true (but 1st seems to override 2nd)
After 6 minutes all three thresholds are true (and 1st still overrides the other 2)

Is there any way I can set the 1st threshold to false in the second threshold
and the 1st & 2nd to false in the 3rd threshold?