CCPulse+ statistics to get Available Agents in a Queue for Spectrum

Genesys Cloud Routing
1

Hello,

Good Morning! I am trying to get a statistic to work. Trying to see whether I can get the Available agents in a given queue for Spectrum ACD.

I have configured following statistics in Stat Server:

Category: CurrentNumber
MainMask: AgentReady
Objects: Queue, RoutePoint, GroupQueues
Subject: DNAction

As in spectrum, The agents login to an AgentGroup and mulitple agentgroups can point to one application dn, am not sure whether I can get this statistics to work.

Any help with this is appreciated.

Thanks,

Tom

2

I think, that you cannot make it work that way. Those agents should log into the queue to make them visible on the queue object.

Instead, you could try to make a statistic, which shows how many calls are waiting in queues for each agentgroup. Use stat OrigDNCallWait and remember to set Origination DNs of the agentgroups. Then you can see ready agents and waiting calls on the same object..

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3

Thank you for the reply. Yes I have made those statistics to work but wanted to see whether there are any alternatives to get agents available in a particular queue stat to work. Again not sure whether it is possible with Spectrum.

4

Tom,

We have succcessfully gotten these statistics to work on a Spectrum using a different template than you listed.

Try this instead:

Category: CurrentNumber
MainMask: WaitForNextCall
Objects: GroupAgents, GroupPlaces
Subject: AgentStatus

The reason you would choose the MainMask “WaitForNextCall” is because thats the only option that truly would provide you with agents that are available. All other possible agent states (ie: in work, on call, on consult, in not ready, etc) would mean the agents are not available to route a call to.

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