I finally got this working in Pulse (not CC Pulse). Here are the steps that I followed:
1. In this case, the selection from the IVR menu is assigned to a user variable called "CallerIntent". We are able to pass this to WDE as attached data and see the value.
2, In Pulse;
a. Click on the Gear icon and select Widget Template Management. Make a Clone of the Agent Login template and save it under a different name (in a different folder)
b. Edit the cloned Agent Login template, click "Add" to create a new statistic. Set the following:
Display Name : Tarkget Skill
Alias : TargetSkill
Display Format: String
c. Check the check box for "Formula" and enter the following in the textarea. Make sure to spell CallerIntent as shown with mixed case. This is important.
Result = G.GetUserDataValue(Data.Current_Status.Value,'CallerIntent');
d. Now edit the statistic "Current Status" which is native to the Agent Login template. Click the checkbox for "User Data" (now shows a checkmark)
e. Save the template
3. In GA or GAX - Go to "Applications" and click on "Pulse"
a. From the Pulse Applications page, click on Pulse Stat Server.
b. The "Configuration" page appears for Pulse Stat Server. Click on the "Options" tab.
c. Click the "New" button to add a new statistic. Enter the following (the word CallerIntent must be consistent with mixed case + optionally, "
*" can be replaced with a specific value):
Location: Options
Section: Filters
Name: CallerIntent
Value: PairExists(UserData,"CallerIntent","*")
Note: make sure to type the double quotes. Copy-paste may create adverse results.
d. Click "Save"
e. Additional Pulse stat server settings that may have to be changed can be found in the "
statserver" section. The changes are as follows:
1. Change "Show Attached Data" from "no" to "yes"
2. Change "Allow filters wild cards in values" from "no" to "yes"
3. Change "Suppress user data" from "undefined" to "no"
4. [Optional - I changed this because it was showing as an error] Change "Voice reasons table" from "off" to "yes"
Hope this helps others who are new to this as I was.
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Nelson Boychuk
Tykans Group Inc
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Original Message:
Sent: 01-11-2019 12:09
From: Daniel Hilaire
Subject: PULSE : Display Targeted Skill
Nelson,
First make sure that Router is attaching the Skill as a KVP (For instance Key:TargetSkillUsed with Value:Skill1) Then configure a formula that uses the statistic extender current status to get the Key of TargetSkill. Formula is as follows:
Result = G.GetUserDataValue(Data.ExtendedCurrentStatus.Value,'TargetSkillUsed');
In this scenario, Pulse will display the value of TargetSkillUsed which would be Skill1.
Regards,
Daniel Hilaire | Manager, Contact Center Engineering
Kaplan Higher and Professional Education | 1515 West Cypress Creek Road, Fort Lauderdale, FL 33309
office +1 954-515-3181 | mobile | +1 561-289-1093 | email dhilaire@kaplan.edu
Kaplan Employees: For support (problems with an existing feature), please contact the Service Desk. For Contact Center Engineering Enhancement requests (IVR, Routing, or any new Contact Center feature), Click Here!
Yes there is. If no one else responds, I'll try to get you the info tomorrow.
Original Message------
In Pulse (not CCPulse) is there a way to display the target skill associated to an interaction that is accepted by an Agent (preferably within the Agent Login template)?
#Reporting/Analytics
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Nelson Boychuk
Tykans Group Inc
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