Total_Calls_Answered in CCPUlse + showed as n/A

Voice & Telephony
1

Hello Genesys pro,

I am having problem with Total_Calls_Answered (CCPulse + ver 7). They are showed N/A.
Alll other: Inbound Consult, outbound … are fine (see attachment).
Stat server ver. is 6.5.
Do I need to upgrade statserver from 6.5 to ver. 7 or I am missing something?

Thanks

2

My initial guess would be to go back to the CPP template and check that stat: do the statistics even exist? If so, are they in StatServer?

Usually, you get N/A when:

  1. statistics do not exist (or deleted)
  2. you divide by zero

If you cannot confirm (1) then can you please show the definition for your Total_Calls_Answered_1 and then add StatServer options export?

Thanks,
Vic

P.S. I had to modify your post because you locked your topic - so no one could answer!!! I hope you don’t mind!

3

Vic,

Thanks for your help with my profile.

Below a solution to my CCPulse problem with N/A.

According to Genesys documentation you cannot combine regular objects (agent, agentgroup, place etc) with mediation objects (queue, rp etc.). It is needed to create separate statistical type (wtih own name) for queue objects.

Procedure:

  1. Created a new section in statserver_ccpulse application “Calls_Ans" to count Agent answered Calls.

  2. Copy from Tolal_Calls_Answered all properties.

  3. Remove Queues etc and leave only object ‘Agent” (see attachment for more details).

Regards,

4

So, you have two definitions for stat type Answered. Did you use for Agent CCP layout the correct definition?

1 Like
5

Yes.
You have “Total _Calls_Answered” for Queue , Group queues by default. In order to present a new stat I created a new “Calls_Ans” for Agent call answered. Now in CCPulse i can see Inbound, Outbound, Consult and new stat Calls-Ans.

Regards,

2 Likes
6

kapusta, do you want ‘Calls_Ans’ to be Inbound+Outbound+Consult? Or am I missing the point?
If yes, you can create a formula in CCPulse to show this value.

Mark

7

Mark,

“Calls_And” will present call answered by each agent.
Tolal_Calls_Answered will present calls answered by each queue(Group queue).

8

I tryed to analyze the picture where you showed us the configuration of this statistics, but the picture is not very clear. I am interested in MainMask section.
What is there “CallAnswered” or “CalAnswered”?
Can you check it?

Thx.

1 Like
9

MainMask=CallAnswered

Good luck.

1 Like
10

Ok, you can create a formula within the ccpulse template wizard when creating a template on Agent objects.
As your current Agent template has the 3 call values you want, all you need to do is add them together.

Open the template wizard and select ‘Create from selected’ on your agent template. Give it a new name.
On the right hand side, select under which heading you would like the formula to appear. Select ‘New Formula’ then open the properties for it.
You will have a blank expression box and below it will be all the stats that you can create the formula from.

Select your 3 call stats that you would like to calculate, after the first and second add a + sign, click ‘validate’, it should be fine.
Save the template then apply it to the agents.

Hope that I haven’t mistaken what you wanted :]

Mark