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  • 1.  Pulse Current Status with each media

    Posted 07-29-2019 10:40
    Hi Team,

    We are setting up pulse agent login template. And we try to choose to display format as String. It displayed only duration.

    Now we need to display each media status and with the duration.

    So we selected display format as status.
    and for each media and duration in the agent login widget.
    And we select the following options.
    • Show status
    • Add duration
    • Add media


    And we saved it.

    And then we logged in to the WDE. The status and duration were displayed only for Email .
    For eg: Email || Not ready for next call.(00:01:00) . But not for voice and chat media.

    And similarly we have agent status editor in the options. Whether we need to use it..? To display all medias available in the Pulse application.

    Looking forward for your suggestions.. Please do the needful.

    Thanks,
    Anandapriyan.R


    #Reporting/Analytics

    ------------------------------
    Anandapriyan Ravichandran
    Pointel (formerly Touch Point)
    ------------------------------


  • 2.  RE: Pulse Current Status with each media

    Posted 07-29-2019 10:47
    here is what I have done in the past for a customer. not that a stat needs to be created for each channel.

    the custom formula for email is
    to change for each channel, change the line that contains
    if (dn.DN === "email")

    Formula to get time in state for email channel

     

    function GetStatusTime(state) {

        if (state === null || state.type !== "AgentCurrentState") return null;

        var arr = [];

        var res = '';

        var n = state.DNs.length;

        if (n > 0) {

            for (var i = 0; i < n; ++i) {

                var dn = state.DNs[i];

     

    //voice = dn.DN !== "email"

                if (dn.DN === "email") {

                    var actionsLength = dn.Actions.length

                    for (var j = 0; j < actionsLength; j++) {

                        if (dn.Actions[j].Action) {

                            arr[j] = dn.Actions[j].StartTime

                        }

                    }

                    break;

                }

            }

        } else {

    // Both Channels Logged out

    arr [0] = state.StartTime

        }

     

        var max = Math.max.apply(Math, arr)

        date = Math.floor(Date.now() / 1000);

        res = date - max;

     

        function SecToStr(sec) {

            var hr = Math.floor(sec / 3600);

            var mn = Math.floor((sec % 3600) / 60);

            var sc = (sec % 3600) % 60;

            return (hr < 10 ? '0' : '') + hr + ':' + (mn < 10 ? '0' : '') + mn + ':' + (sc < 10 ? '0' : '') + sc;

        }

        return SecToStr(res);

    }

     

    Result = GetStatusTime(Data.Current_Status.Value);



    ------------------------------
    Sean Mahon
    Telstra Corporation Ltd
    ------------------------------

    Original Message


  • 3.  RE: Pulse Current Status with each media

    Posted 07-31-2019 04:05
    Hi team,

    Thanks for your useful reply. And i tried in our pulse application by applying formula, But after the widget gets loaded. It shows the current stats as NA. Whether we need to configure any options, I have copied fully and pasted in the formula tab.
     
    Looking forward for your suggestions. 

    Thanks & Regards,
    Anandapriyan.R

    ------------------------------
    Anandapriyan Ravichandran
    Pointel (formerly Touch Point)
    ------------------------------

    Original Message


  • 4.  RE: Pulse Current Status with each media

    Posted 07-31-2019 08:46
    Hi team,

    I have found one answer for the status. I have clone the agent login template. And then create the new statistics for current agent ,And in the formula tab, I have added the above formula. It displays only duration according to the paricular media. And in doc i have found one formula for agent non voice status, It shows only status.  i.e
    Result =G.GetAgentNonVoiceStatus(Data.Current_Status.Value,'email');

    What can we configured to get both agent status and duration in the same stat. Is this possible. Please tell your suggestions,
    Looking forward for your answers.
    Thanks,
    Anandapriyan.R

    ------------------------------
    Anandapriyan Ravichandran
    Pointel (formerly Touch Point)
    ------------------------------

    Original Message


  • 5.  RE: Pulse Current Status with each media

    Posted 09-18-2019 13:53
    Edited by Kamal Goswami 09-18-2019 13:57
    There are two methods to display it. Only available with Pulse 9.

    1. I have created a template which has Stat called Not-ready Reason and shows Status and duration together (For all Medias). You need to define new Stat in Stat Server called ExtendedCurrentStatusReasons with below values.

    In the Filter user Media Type - Voice, Email & Chat

    1. Subject - DNAction
    2. ReasonStartOverridesStatusStart - Yes
    3. Objects - Agents
    4. MainMask - *
    5. Category - CurrentStateReasons


    2. Second method too where you can create the stat with ExtendedCurrentStatus and mention in display format of template (e.g.${status} - status name, ${media} - media name (if available), ${duration}) for the value you would like to show on the widget. You can filter by media type.

    Please let me know if you have any further questions on it.




    ------------------------------
    Kay Gee

    ------------------------------

    Original Message


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