PureEngage On-Premises

Hi All,

Kindly suggest in CCPulse how we can check that agent has login to which media type in GAD for example (Voice,Chat & Email)

However i am able to see the status in GAD Admin portal, but in that i have to select single agent then it will show me the status. But i want to see this thing in CCPulse.
 

You can for example create particulars statistic for login time on each used media channel or create custom formula within CCPulse and present the status according to your needs based on some standard statistic.

hi Chirag
Create a CurrentAgentState for DN in CCPulse with two diferent formulas.
Email:
result.Text = GetAgentEmailState();

function GetAgentEmailState()
{
  if(state.type != "AgentState")
    return "n/a";
 
  for(var e = new Enumerator(state.DNs); !e.atEnd(); e.moveNext())
  {
    if (e.item().DNType == "Unknown" && e.item().DN == "email")
    { return e.item().Status; }
  }
  return "";
}

---------------------------------------------------------------------------------
Voice:
result.Text = GetAgentVoiceState();
function GetAgentVoiceState()
{
  if(state.type != "AgentState")
    return "n/a";
 
  var r = "";
  var n = 0;
  for(var e = new Enumerator(state.DNs); !e.atEnd(); e.moveNext())
  {
    if (e.item().DNType == "Extension" || e.item().DNType == "Position" || e.item().DNType == "ACDPosition")
    {
      if (isLogged(e.item())==1)
      { r = (r == "" ? e.item().Status : r+" / "+e.item().Status); }
    }
  }
  return r;
}
function isLogged(dn)
{
  var r = 0;
  for(var e = new Enumerator(dn.Actions); !e.atEnd(); e.moveNext())
  { r = (e.item().Action == "LoggedIn" ? 1 : r); }
  return r;
}

---------------------------
Regards
 

Hi Arijan. Your formulas work great however it flashes the value for just a second and disappears. Do you have any idea what is going on or how to display it the entire time the agent is in that state?

you should create views for Email and Voice.