How to display skillset name and agentloggedinExten in CCPulse?

Architect & Flows
1

Hi,

There is one requirement from customer in ccpulse

An agent can be part of two or three skillsets. If the agent receive the call from “English” skillset, then that “skillset” name should display in the ccpulse template for Agent or Agentgroup.

Also customer want to display “AgentLoggedin” extension in the same template.

Related to my requirement, i have seen some article here & followed the same steps

  1. In the IRD callflow, we are attaching “SkillSetName” i.e SkillSetName = ‘English’

  2. Created the filter in DMA. IRD SkillSetName & filter name is same.

After that, we are unable to proceed further. Do we need to create any stat?

Please help me with the procedure.

Regards
Prem

2

Do you want real-time or historical statistics? This play generally role.

1 Like
3

Only Real Time

4

So,why you configure anything in DMA?! DMA is only for configuring historical statistics. Do you have ever seen and configure Genesys?

1 Like
5

You can configure filters in DMA though so prempreet could be using this because it’s a slightly friendlier interface than directly on Statserver.

One way of solving this problem would be to add several “Current Talk Time” stats to your CCPulse view, each with a different one of your skill filters applied.

Then you could use these stats in a formula to display the skill name based on the current talk time for that skill being greater than zero.

Something like this in the formula design:

result.Text = CalculateSkill();

function CalculateSkill()

{

 if (ccpulse.group("SkillTimes").statistic("CurrentTalkTime1")>0)
   {
   return "English";
   }

 if (ccpulse.group("SkillTimes").statistic("CurrentTalkTime2")>0)
   {
   return "Spanish";
   }

 return "Unknown";

}

Just hide the auxiliary stats in the view if you don’t want to see them.

6

Yes,that is true,but is recommended,very recommended,to use separated statserver for real-time and historical statistics. Reason,that the interface for creating filters is more user-friendly is not relevant.

1 Like
7

Wellllll…that will depend entirely on the CC size Kubig…I have both scenarios however I do prefer having 1 StatServer only too. I know how heavy can impact but on small CC it is easier to maintain and avoid issues. On bigger CC, yes, 2 SS are recommended and a MUST.

8

Am just start working in genesys. I’ve created filter in DMA. So even filter also not require for this?

1 Like
9

Yes, you must filter and as Adam say, next step is to create a new stat with CurrentTalkTime and apply to this Stat a filter, you will need as many filters as languages you have. So if you have 3 languages, now you need 1 filter per each language and create on CCPulse 3 columns with this info. Now create another column with Adam formula, what it does is to analyze which currenttalking is working and therefore print the language being spoken on that moment

10

Well done… Its working…! :slight_smile:

1 Like