Hello,

anyone knows if is possible to make a group of Interaction Queue? something like DN Groups i mean..

thanks

------------------------------
Stefano Tassinari
Indra Italia spa
------------------------------

A synthetic queue is a group of queues from a business process perspective but I understand your intention to group is for reporting purposes ?

------------------------------
Burak Sofu
Dimension Data Australia P/L
------------------------------

Original Message:
Sent: 10-04-2018 06:25
From: Stefano Tassinari
Subject: Interaction Queue group

Hello,

anyone knows if is possible to make a group of Interaction Queue? something like DN Groups i mean..

thanks

------------------------------
Stefano Tassinari
Indra Italia spa
------------------------------

Exactly, i need it for reporting purpose, but i can't find a way :-(

------------------------------
Stefano Tassinari
Indra Italia spa
------------------------------

Original Message:
Sent: 10-10-2018 01:42
From: Burak Sofu
Subject: Interaction Queue group

A synthetic queue is a group of queues from a business process perspective but I understand your intention to group is for reporting purposes ?

------------------------------
Burak Sofu
Dimension Data Australia P/L

Original Message:
Sent: 10-04-2018 06:25
From: Stefano Tassinari
Subject: Interaction Queue group

Hello,

anyone knows if is possible to make a group of Interaction Queue? something like DN Groups i mean..

thanks

------------------------------
Stefano Tassinari
Indra Italia spa
------------------------------

If you use Infomart+GI2+SAPBOE, you could a build custom report and add the stats of the Interaction queues in a separate row/column (using a formula).

------------------------------
Sivakumar Natarajamoorthy,
Genesys Certified Professional.
------------------------------

Original Message:
Sent: 10-04-2018 06:25
From: Stefano Tassinari
Subject: Interaction Queue group

Hello,

anyone knows if is possible to make a group of Interaction Queue? something like DN Groups i mean..

thanks

------------------------------
Stefano Tassinari
Indra Italia spa
------------------------------

Right, this is a good solution for historical reporting, the real problem is in real time.

In any case, thank you for your reply

------------------------------
Stefano Tassinari
Indra Italia spa
------------------------------

Original Message:
Sent: 10-11-2018 04:43
From: Sivakumar Natarajamoorthy
Subject: Interaction Queue group

If you use Infomart+GI2+SAPBOE, you could a build custom report and add the stats of the Interaction queues in a separate row/column (using a formula).

------------------------------
Sivakumar Natarajamoorthy,
Genesys Certified Professional.

Original Message:
Sent: 10-04-2018 06:25
From: Stefano Tassinari
Subject: Interaction Queue group

Hello,

anyone knows if is possible to make a group of Interaction Queue? something like DN Groups i mean..

thanks

------------------------------
Stefano Tassinari
Indra Italia spa
------------------------------

Hi Stefano,

According to my knowledge, You cannot create interaction queue group in Application level(IRD).

But you need to customize your report accordingly. First you need to pull each queue based report and later on club them all into a single report.


------------------------------
Sudherson Nadar
Moksa Technologies Pvt. Ltd.
------------------------------

Original Message:
Sent: 10-04-2018 06:25
From: Stefano Tassinari
Subject: Interaction Queue group

Hello,

anyone knows if is possible to make a group of Interaction Queue? something like DN Groups i mean..

thanks

------------------------------
Stefano Tassinari
Indra Italia spa
------------------------------

thanks for your answer, our real problem is for real time monitoring.

------------------------------
Stefano Tassinari
Indra Italia spa
------------------------------

Original Message:
Sent: 10-11-2018 06:24
From: Sudherson Nadar
Subject: Interaction Queue group

Hi Stefano,

According to my knowledge, You cannot create interaction queue group in Application level(IRD).

But you need to customize your report accordingly. First you need to pull each queue based report and later on club them all into a single report.


------------------------------
Sudherson Nadar
Moksa Technologies Pvt. Ltd.

Original Message:
Sent: 10-04-2018 06:25
From: Stefano Tassinari
Subject: Interaction Queue group

Hello,

anyone knows if is possible to make a group of Interaction Queue? something like DN Groups i mean..

thanks

------------------------------
Stefano Tassinari
Indra Italia spa
------------------------------

Is there a common VQ that you could report on?

------------------------------
Andrew Soroka
Genesys - Employees
------------------------------

Original Message:
Sent: 10-12-2018 04:46
From: Stefano Tassinari
Subject: Interaction Queue group

thanks for your answer, our real problem is for real time monitoring.

------------------------------
Stefano Tassinari
Indra Italia spa

Original Message:
Sent: 10-11-2018 06:24
From: Sudherson Nadar
Subject: Interaction Queue group

Hi Stefano,

According to my knowledge, You cannot create interaction queue group in Application level(IRD).

But you need to customize your report accordingly. First you need to pull each queue based report and later on club them all into a single report.


------------------------------
Sudherson Nadar
Moksa Technologies Pvt. Ltd.

Original Message:
Sent: 10-04-2018 06:25
From: Stefano Tassinari
Subject: Interaction Queue group

Hello,

anyone knows if is possible to make a group of Interaction Queue? something like DN Groups i mean..

thanks

------------------------------
Stefano Tassinari
Indra Italia spa
------------------------------

no, only scripts for email interactions :-(

------------------------------
Stefano Tassinari
Indra Italia spa
------------------------------

Original Message:
Sent: 10-14-2018 22:18
From: Andrew Soroka
Subject: Interaction Queue group

Is there a common VQ that you could report on?

------------------------------
Andrew Soroka
Genesys - Employees

Original Message:
Sent: 10-12-2018 04:46
From: Stefano Tassinari
Subject: Interaction Queue group

thanks for your answer, our real problem is for real time monitoring.

------------------------------
Stefano Tassinari
Indra Italia spa

Original Message:
Sent: 10-11-2018 06:24
From: Sudherson Nadar
Subject: Interaction Queue group

Hi Stefano,

According to my knowledge, You cannot create interaction queue group in Application level(IRD).

But you need to customize your report accordingly. First you need to pull each queue based report and later on club them all into a single report.


------------------------------
Sudherson Nadar
Moksa Technologies Pvt. Ltd.

Original Message:
Sent: 10-04-2018 06:25
From: Stefano Tassinari
Subject: Interaction Queue group

Hello,

anyone knows if is possible to make a group of Interaction Queue? something like DN Groups i mean..

thanks

------------------------------
Stefano Tassinari
Indra Italia spa
------------------------------

HI Stefano Tassinari,

Real time report can be achieved only on the bases of VQ.

It's very common and simple in Voice platform. 

But when it comes to Multimedia it's quit difficult. Still we have function in IRD called "CallsEntered" can you please use the function and test and let us know the output. I have also attached the snap for reference.

If this work than you may go ahead and add the VQ in ccpulse for real time report.






------------------------------
Sudherson Nadar
Moksa Technologies Pvt. Ltd.
------------------------------

Original Message:
Sent: 10-15-2018 04:01
From: Stefano Tassinari
Subject: Interaction Queue group

no, only scripts for email interactions :-(

------------------------------
Stefano Tassinari
Indra Italia spa

Original Message:
Sent: 10-14-2018 22:18
From: Andrew Soroka
Subject: Interaction Queue group

Is there a common VQ that you could report on?

------------------------------
Andrew Soroka
Genesys - Employees

Original Message:
Sent: 10-12-2018 04:46
From: Stefano Tassinari
Subject: Interaction Queue group

thanks for your answer, our real problem is for real time monitoring.

------------------------------
Stefano Tassinari
Indra Italia spa

Original Message:
Sent: 10-11-2018 06:24
From: Sudherson Nadar
Subject: Interaction Queue group

Hi Stefano,

According to my knowledge, You cannot create interaction queue group in Application level(IRD).

But you need to customize your report accordingly. First you need to pull each queue based report and later on club them all into a single report.


------------------------------
Sudherson Nadar
Moksa Technologies Pvt. Ltd.

Original Message:
Sent: 10-04-2018 06:25
From: Stefano Tassinari
Subject: Interaction Queue group

Hello,

anyone knows if is possible to make a group of Interaction Queue? something like DN Groups i mean..

thanks

------------------------------
Stefano Tassinari
Indra Italia spa
------------------------------