Wallboards

sy278 · August 16, 2006, 1:27pm

Hi guys,

at the moment my company is using ccPulse on Plasma Screens as wallboards, however, they are a mess and are causing no end of problems.

I am thinking of trying to create a webbased version of the display so that we can fully customise it (not to mention use much less processor power)

I have seen that you can access the stats via the ActiveX toolkit, but I have no ide how to do acess them, can anyone point me in the right direction??

system · August 16, 2006, 1:45pm

The Genesys Interface Server (GIS) is the norm for thin-client based solutions for Real-Time Reporting, which would work with java or ActiveX.

Tony

sy278 · August 16, 2006, 1:50pm

Yeah but my company has refused to pay the £30k they were asked for it >

Genecist · August 16, 2006, 2:07pm

which would work with java or ActiveX

GIS also works very well using .Net SOAP clients.

Genecist · August 16, 2006, 2:13pm

Amazing, the costs involved with Genesys.

Nevertheless, I would suggest using GIS. As discussed on another thread, you can do all sorts of things like hitting the stats db directly and retrieving your stats…but this probably won’t be supported by Genesis. And if you do an upgrade to a newer version, there’s nothing to stop them from changing the database schema, which would then result in you having to retool your applications…which could very well be more expensive than just buying the GIS license.

Also, depending on which stats you need…you can retrieve some info from TServer directly, like the number of available agents in a queue, number of calls waiting in a queue, etc.

This was discussed in this thread:

http://www.sggu.com/smf/index.php/topic,1756.0.html

sy278 · August 16, 2006, 2:18pm

thanks,

I’ll look into it, though I have a feeling it wont work as all our Queues ar VQ’s

system · August 16, 2006, 2:32pm

All of our deliveries go through VQ’s but that never stopped us developing a thin client for Agents. Ahem - NOT FOR RESALE…

Tony

sy278 · August 16, 2006, 2:36pm

But you could give it away!

system · August 16, 2006, 2:42pm

S’not mine and I don’t have the source code… :-[

sy278 · August 16, 2006, 2:44pm

lol thanks anyway

Rene · August 16, 2006, 3:16pm

I’m pretty sure Genesys sells a special license for GIS named “Wallboard connector” where the price is less then 5k euro. That licences allows just one connection to GIS but doesn’t limit number and types of collected statistics.

I would really suggest you to use GIS because the other ways are usually more expensive at the end… especially when you take into account the cost of support and maintenance. That’s my experience.

René

sy278 · August 16, 2006, 3:37pm

Agreed

Unfortunately my company wont budge on it.

system · August 16, 2006, 8:28pm

Try this; Remind the business that you would need to develop a solution “in house” and you would still need the (Internal FTE) development costs. Use GIS in the first instance and your (Internal FTE) development costs are greatly reduced. Either way you’d have to pay if your business needs something other than CCPulse(+). Without some development costs, it just can’t be done.

Or

Get them to get you on a course and do it yourself - you win, they win (since it comes out of the training budget and not their coffers).

Or

Re-deploy CCPulse Views with the stats they need now, rather than what is on the screen today.

Try writing up a paper showing their (3) options (with costs) and break it down in nice, easy chunks for them to understand!

Tony

sy278 · August 17, 2006, 7:40am

Yeah ill try that, thanks.

The main problem we have with the cc Pusle view is that it is so untidy, to get it to display meaningful titles for the fields were having to use Excel and Notepad, so it just looks really messy.

So we have titles like ECC in Excel that ccPulse shows as VQG_CAT_CSS_ECC_SL, we thought the alias field for the VQs in Config Manager would have helped but it doesnt.

system · August 17, 2006, 9:16am

Aha - 2 points then;

In any version of CCPulse, you can specifiy how the Agent Names are being displayed in a View\Template. In the main, you change the Forename, Surname and Initials around in a format you require, using the following as a guide;

%n = Employee ID
%F = First Name
%f = First Name Initial
%L = Last Name
%l = Last Name Initial

You should be able to find them around about here, in your Registry;

…\HKEY_CURRENT_USER\Software\GCTI\CallCentre\CUSTOM DEFINITION\FormatAgentInfo

ALSO:

After version 6.5.001.05, you get Alias names (in your case, the VQ Alias names) by default, when you create new Views

That’s gotta help… right? ???

Tony

sy278 · August 17, 2006, 9:24am

yeah it does!

We were told by our installer that the alias and the actual name have to be the same, though to me that makes no sense.

To me the alias would be a user friendly name, am I right?

system · August 17, 2006, 9:28am

…It can be whatever you want it to be. However, be sure you are not using your VQ aliases in your routing or elsewhere, because if you change them, the changes will not be dynamic across all Solutions.

Your suggestion that the VQ can remain as VQG_CAT_CSS_ECC_SL, whilst the Alias of ECC can be displayed as the Object Names in CCPulse is a good example of exactley what can be achieved.

Do you have the right version of CCPulse?

Tony

sy278 · August 17, 2006, 9:29am

running ccPulse 7.0.200.07

system · August 17, 2006, 9:32am

Then I suggest you start with a whole new Template/View for CCPulse, with your VQ’s and see how you get on. If you have already applied Aliases and expected them to “appear” in CCPulse you need to keep in mind that you still need to “rebuild” your Views since, like i said, the changes are not dynamic in the Solutions.

Have fun! :

Tony

sy278 · August 17, 2006, 9:35am

cheers mate.

I.ll create some test VQs to play with first to test this.