Change Dispaly Name Of Call Type In CCpulse

General Discussion
1

Hello,

I have a question regarding CCPulse:

Is it possible to change the displayed text in CCPulse from “CallInbound” to “EmailInbound” in the column for the email status?

Customer wants any references to “Call” replaced with the word “Email” when the status is pertaining to the Email media.

2

Modify the template

3

I’m not talking about alias name. I need status renaming.

For example:

Agent1 recieved an email interaction, when he handling an email interaction then his status will be “CallInbound” - I want to change/rename that “CallInbound” status.

I thought, it can be done via ccpulse threshold and action - I can create threshold but I can’t find how the action can be made.

4

Within “out-of-box” views it is not possible. You can only built own formula and make the translation there, directly within report view.

5

Can you guys share or refer me any guide/documentation where I can learn JScript formula’s.

6

Search the forum, many samples have been shared

7

I tired to find but no luck :frowning: Can you please provide the URL of that topics ?

I’ve also tired to customize CCPulse formula’s but got no luck :frowning:

8

Try to post your formula, where you tried that.

9

First to tell you that I don’t know about JScript and I never worked on it so might be I tried stupid logics in formula so sorry for that.

But I would appreciate if you can correct me or help me in creating a formula which can display agent status as EmailInbound instead of CallInbound.

1st Try:
CallTypeString();

function CallTypeString()
{
if (ccpulse.group(“Email”).statistic(“EmailStatus”)==“CallInbound”)
return “EmailInbound”;
if (ccpulse.group(“Email”).statistic(“EmailStatus”)==“NotReadyForNextCall”)
return “NotReadyForNextEmail”;
return “”;
}

2nd Try:

if(ccpulse.group(“Email”).statistic(“EmailStatus”) == “CallInbound”)
return “EmailInbound”
else{“n/a”}

NOTE:
EmailStatus is a formula for getting agent status only for email.

10

I think, it cannot work properly, because the status stats always returns “string + timestamp”. So the matching cannot be like that (“CallInbound (00:00:00)” is not equal to “CallInbound”).

11

try this

result.Text = CalculateReason();

function CalculateReason()

{

if (ccpulse.Real_Time.CallInbound(“CallInbound”)>0)
{ return "Email Inbound ";}

}

12

The script is not validating - Error prompted:

Error in formula: Object doen’t support this property or method
Line:6 column :1

???

13

the expression is valid,
are you inserting the value of the IF staement from the lower window or just copying and pasting?
it has to come completely from your ccpulse.
open yiour IF with brackets then click on call inbound in bottom window etc

14

Now script is valid - but this script is displaying “EmailInbound” even we have agent status “NotReadyForNextCall”.

So this script can display but it won’t chnage display name on status specific. like:

EmailInbound for CallInbound, NotReadyForNextEmail for NotReadyForNextCall etc.

15

if you create a filter for each state in the same fashion then apply it you get what you’re looking for

16

Yes, filters can provide the display name - but it seems not possible for me because I’ve already a formula for agent email status which gives only that status which is on email channel. So in formula you sent, only statistics can be put in it. I tried email channel status formula in display text formula but it gives an error.

17

so are you looking for time in that state or something?