CurrentAgentState for multimedia interactions

General Discussion
1

hi,
I need to built the CurrentAgentState stat for multimedia interactions. But, i faced an issue.

CurrentAgentState

MAIN MASK *
CATEGORY CurrentState
SUBJECT AgentStatus
OBJECTS Agent

I had login an agent with media type email & chat. And, built this stat CurrentAgentState & it is not working correctly
for both media types.

So, how to built separately the stat for both media type email & chat.

Thanks.

2

And what you expect to be? And what is happening now?
What would you get if differentiate media types?
The agent doesn’t has a MediaType, only interactions do.

3

Thanks for the reply…

If one media type is in notreadyfornextcall and others in waitfornextcall, it shows notreadyfornextcall. I need to built the stat showing current status based on the media type.

4

Then monitor the DN at the place, the status NotReady type itself. Not current status

Enviado de meu C6603 usando Tapatalk

5

Read and learn how the reporting works - learn about Status priorities on particulars media channels with relation to the place or agent status. Read about using the mediatype-based filtering, etc.

6

You should follow the below steps to achieve Agent Current Status on Media Type:

Below method is only to achieve Email Media Type Agent Current Status. You must edit the formula for different media type.

  1. Create following stat in Stat Server and add in CCPulse report with desired Media Type Filter. Example: EMAIL_MEDIA

[CurrentStatusTime]
Subject = DNStatus
Objects = Agent, Place, GroupAgents, GroupPlaces
MainMask = *
Category = CurrentTime

  1. Create anotherstat in Stat Server and add in CCPulse report with desired Media Type Filter. Example: EMAIL_MEDIA

[AgentExtendedStatus]
Subject = DNAction
Objects = Agent
MainMask = *
Category = CurrentState

  1. Create Formula in CCpulse report:

result.Text = GetAgentEmailState();
function GetAgentEmailState()
{
if(state.type != “AgentState”)
return “n/a”;

for(var e = new Enumerator(state.DNs); !e.atEnd(); e.moveNext())
{
if (e.item().DNType == “Unknown” && e.item().DN == “email”)
{ return e.item().Status; }
}
return “”;
}

7

Thanks a lot…