Display Breaks in CCPulse

General Discussion
1

Hi,

I am trying to display on CCPulse the current Agent Status like Break and if on Break what type of break (Personal Break, Lunch Break etc..). I am sending custom Event of type Break “Personal Break”,“Lunch” etc but I don’t know how to display all these in the same column.

Also I want to display in CCPulse how much time he is on break as these break have thresholds.

I am sending custom events and have filters for these events but like I said I should have different columns for each in my report and want to display the time for each of these.

I have spent a lot of time already on this without much success. Any sugesstions would be appreciated.

Thanks,

Param

2

I think I may be able to help if I could better understand the basics of what you have applied. Could I ask how your Agents are allocating this attached data? I mean, are they on WrapUp (ACW) or something similar and how are you attaching that data for CCPulse to display it?

3

Thanks for your response. Whenever we set the Agent to a Break

status we set the DNs state to NotReady and send UserData as a

Key Value Pair to one of DNs of that Agent using AIL API.

In the StatServer we filter these events by PairExists(“Key”,“Value”).

I haven’t been able to display the text (Value in Key/Value) that I send in the Custom Event as attached data.

I hope I am clear. I really haven’t made much progress on this so far, so if you have any other suggestions they are welcome.

Thanks again,

Param

4

If it’s DN
elated, then I suggest you use a Template/Workspace based on DN’s (at first), not Agents. Within the Template, set up the DN Status based on the KVP, which should be available in the dropdown list of Filters in CCPulse. If your KVP does not appear in the CCPulse Filters List, I would suggest that you check the StatServer>Options and ensure that your KVP exists as a Stat Option in the list there if it does not, you may have to create it. To create/add the KVP as a Filter, I would suggest adding it into as a DMA Filter first (if you are using the full CCA Suite), then synchronize your DMA Filter data using the button provided in DMA, to add the KVP/CCPulse Filter to your StatServer>Options.

Let me know if you need any assistance with this.

5

Thank Tony for your reply. I will try that and let you know.

Regards,

Param