Reporting on agents not received any calls in 30 minutes

General Discussion
1

Hello All,

Can Genesys (Reporting) provide data that identifies x number of agents have not received any calls in 30 minutes, at which point a trouble ticket can be created for someone to investigate the situation?

Thanks,

2

It probably is possible, but how useful would knowing that 6 agents in a team had not had any calls in the last 30 minutes?

Personally I would set up an agent level threshold that changes the colour of the agents name (on the left hand side of CC-Pulse) when the 30 minute target is reached. In this way you could see at a glance which agents are affected.

The threshold below would do the job -

if Threshold.StatValue = StatAction.SDNAWaitForNextCall then
Threshold.ActionDelay=1800
Threshold.Result = true
end if

Apply this to all your agents with a suitable colour action.

1 Like