PureEngage On-Premises

Discussion Thread View
Expand all | Collapse all

CustomStat - CurrAgentsLoggedInChatChannel

  • 1.  CustomStat - CurrAgentsLoggedInChatChannel

    Posted 12-06-2019 16:01
    I am trying to create a Custom Stat in StatServer which will report on the number of Agents logged into the Chat Channel within a given Agent Group.

    The Agent Group will have voice only agents, chat only agents, and voice+chat agents.  We only want to count the agents logged into the chat channel.

    Can anyone suggest what needs to change to the OOB Stat definition below to accomplish this?  Do I add something to the MainMask or RelativeMask?

    Statistic=CurrAgentsLoggedIn
    Category=CurrentNumber
    MainMask=*,~NotMonitored,~LoggedOut
    Objects=GroupAgents,GroupPlaces
    Subject=AgentStatus

    Thanks for your help.

    #Reporting/Analytics

    ------------------------------
    Jaycee Butler
    Optum Technology, Inc
    ------------------------------


  • 2.  RE: CustomStat - CurrAgentsLoggedInChatChannel

    Posted 12-07-2019 17:22
    Not quite sure if that possible...because you are trying to read capacity rules, a property of them, not a status associated to the login status.
    Maybe try to add media filter (media=chat) for example and see if it works.

    ------------------------------
    Jorge Cornejo
    VS Telecom LTDA.
    ------------------------------



  • 3.  RE: CustomStat - CurrAgentsLoggedInChatChannel

    GENESYS
    Posted 12-09-2019 11:21
    I think you should be using CurrentTargetState for the agent group (https://docs.genesys.com/Documentation/RTME/8.5.1/User/CurrentStateCategories).  CurrentTargetState will return a count of available agents by media type for the given agent group.  I think it should be something like:

    Category=CurrentTargetState
    MainMask=*
    Subject=GroupStatus
    Object=GroupAgents,GroupPlaces


    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------