Genesys Engage - Advanced Real-Time Reporting with Pulse Webinar from 20. May 2021 Question & Answers
Q: Can we monitor the SLA @120s or 180s in Pulse?
It is possible by adding a TimeRange in Reporting StatServer Application Options: Range0-120 = 0-120
Then you could use that Time Range in a Queue/RoutingPoint Pulse Template. Service Level Statistics.
Q: Is it possible to differentiate the agent status using filters such as VoiceCall and Email_Media filters to differentiate the agent status between the two channels?
That is possible with a predefined Media Type Filter.
Q: What is the core difference between Notification Mode types of a statistic and what can be its use cases?
The Notification Mode determines when Stat Server sends updated statistical values to Pulse
Here is the link to the online documentation: https://docs.genesys.com/Documentation/EZP/latest/User/RTRStatProperties
The two Pulse Notification Mode are
- Time-Based-Select this Notification Mode to instruct Stat Server to recalculate the statistic by the frequency displayed in the Notification Frequency property. Stat Server sends a new value to Genesys Pulse only when the absolute difference from the last reported value exceeds the Insensitivity property.
- Change-Based-Select this Notification Mode to instruct Stat Server to notify Genesys Pulse about changes immediately.
Q: What happens if No TimeProfile is specified in a Metric/Statistic?
In that case, the Default TimeProfile applies, which is Growing and reset at Midnight.
Q: Can Statistics be grouped?
It's possible to create a DN-Group object in GAX. For example group of Virtual Queues or Group of RoutingPoints.
In Pulse, you can then report on the DN-Group object to get summarized statistics.
Kind regards, Reinhard Beck
Education Consultant, Genesys Beyond
Genesys - Employees