CCPulse Stat Format

Genesys Cloud Routing
1

I’m going back and forth with with one, what I’m trying to do it have a custom stat report out Calls per Hour, below is the formula. Basically I’m adding inbound and outbound calls and dividing them into the login time (which is calculated back to seconds format, then back to hours.

(ccpulse.CallsReport.Inbound+ccpulse.CallsReport.Outbound)/(ccpulse.TimeReport.statistic(“Shift Duration”)6060)6060

I’m not getting the results I should, I recieve 0s…

My VB scripting is weak at best, so could be a formating issue, but any help with this would be appreciated.

2

Can I ask why you would want this in realtime? The result returned will be an average, not taking into account breaks / lunch / unutilised time.

Using the historical part of CCP+ you can already see calls per hour.

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3

For real-time management, historical is great, but it would be best to know if a couple of folk’s call per hour stats are trending to low/high during the course of the day in order to provide real-time feedback and get them to improve on these particular stats.

4

Uh? To know what happened on your Call Center last hour use the Sliding Interval, and select One Hour (if doesn’t exist create it on the StatServerReporting using DMA if you want.)

5

I got it functioning, I needed to move Login time from Time Performance and place it in the same statistic field where the calls are.

Thanks.

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