PureEngage On-Premises

Challenge:
Need to create a real time view on agent groupview template to show the following Real time stats.

• Longest Handling time ( Max Total Talk time)
• Longest Avaialable Agent ( Agent waiting the longest in queue for next call)

The result.Duration will pull the HH:MM:SS and present total which is the accumaltive. but will not present me with the call with the highest talk time or agent with highest wait time. I do not want the total but the maximum.

What formula would I use to show these stat realtime.

Regards
Michelle
 

Hi Michelle,

There is a way to see the agent who has been waiting the longest for a call using a standard Stat:

[CurrentDNReadyTime]
Category=CurrentTime
MainMask=WaitForNextCall
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNStatus 

Of course you would need to apply the stat to the members of the group and sort the column in CCPulse to see the agent who has been in WaitForNextCall status the longest.

Regarding the call with the highest talk time, the problem with this request is that Stat Server doesn't collect talk time for agents for individual interactions just cumulative totals so there is no way to identify indivdual talk times and subsequently max talk time.

A better tool fo what you're trying to accomplish would be Genesys Info Mart which does collect metrics for individual interactions including talk time.

Hope this helps.

Best regards,
Mike