PureEngage On-Premises

Hello,

We are using Infomart and Interactive Insights for reporting various statistics at agent level.

Infomart provides us statistics at media type level but most of our agents are logged in on more than one media type simultaneous.
We need to calculate the amount time an agent has been on a specific reason ("WaitingForNetCall", "NotReadyForNextCall", etc) simultaneously on all his available media type.

We also use datamart as a reporting solution and it provides us statistics that can calculate the need simultaneity. For example we have the following definition of a statistic, on the statserver  used for datamart.  Category=TotalTimeMainMask=NotReadyForNextCallObjects=Agent, Place, GroupAgents, GroupPlacesSubject=AgentStatus 

Filter:

PairExist("NRReason", "Breaks") | (Reason="Breaks")

 

Basically, this statistic measures the amount of time the agent had the "NotReadyForNextCall" (with reason "Breaks") state at the same time for all his available channels. Similar for total logging time.

Is there a way to extract that from Infomart?

We use infoMart version 8.1.5.

#Reporting/Analytics

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Sorin Lionte
Orange Romania SA
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First off, thanks for reaching out via the Genesys Community!

Unfortunately, accomplishing this on your 8.1 version of Informart with GI2 will not be possible. Given GI2 is EOL, and current versions of Infomart with GCXI support this functionality, please consider upgrading.

For more details on the reports in GCXI that support this, please see:

https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIAgentNtRdyRsnCd

https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIAgentOmniAct

https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIAgentSmryActvtyActv

 

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Blake Roux
Genesys - Employees
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Original Message:
Sent: 07-08-2020 06:47
From: Sorin Lionte
Subject: Aggregated reporting for multiple channels

Hello,

We are using Infomart and Interactive Insights for reporting various statistics at agent level.

Infomart provides us statistics at media type level but most of our agents are logged in on more than one media type simultaneous.
We need to calculate the amount time an agent has been on a specific reason ("WaitingForNetCall", "NotReadyForNextCall", etc) simultaneously on all his available media type.

We also use datamart as a reporting solution and it provides us statistics that can calculate the need simultaneity. For example we have the following definition of a statistic, on the statserver  used for datamart.  Category=TotalTimeMainMask=NotReadyForNextCallObjects=Agent, Place, GroupAgents, GroupPlacesSubject=AgentStatus 

Filter:

PairExist("NRReason", "Breaks") | (Reason="Breaks")

 

Basically, this statistic measures the amount of time the agent had the "NotReadyForNextCall" (with reason "Breaks") state at the same time for all his available channels. Similar for total logging time.

Is there a way to extract that from Infomart?

We use infoMart version 8.1.5.

#Reporting/Analytics

------------------------------
Sorin Lionte
Orange Romania SA
------------------------------