Genesys Engage on-premises

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  • 1.  WDE statistics

    Posted 07-23-2020 03:46
    Hi,
    Maybe someone knows how to define the "Agent statistics" based on "formula" and can send me some "examples".
    Our customer wants to show the "%ofWorkingTime" (formula: "Sum(InboundTime)+Sum(OutboundTime))+(Sum(ReadyTime)+Sum(ACWTime)/Sum(LoginTime)"
    As I understand, we must create the "Custom Formulas" statistic on Stat server, but I can't find any example of such statistics.

    #Implementation
    #Integrations
    #Reporting/Analytics
    #SystemAdministration

    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNavPro
    ------------------------------


  • 2.  RE: WDE statistics
    Best Answer

    Posted 07-24-2020 02:51
    You want a statistic of Category RelativeTimePercentage.  Find the below as an example:

    [Agent_Occupancy]
    Category = RelativeTimePercentage
    MainMask = CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown, CallOnHold, AfterCallWork
    RelMask = *,~NotMonitored,~LoggedOut
    Objects = Agent, Place, GroupAgents, GroupPlaces
    Subject = AgentStatus

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    Jason McLennan
    Commonwealth Bank of Australia
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  • 3.  RE: WDE statistics

    Posted 07-26-2020 01:42
    Dear Jason,
    Many thanks for Your help,
    I will try it today

    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNavPro
    ------------------------------



  • 4.  RE: WDE statistics

    Posted 07-27-2020 04:18
    Dear Jason,
    Many thanks for Your help, it's working.

    Some additional, very "stupid" question:
    The customer wants to "change" this formula and count not all "Internal Calls" time, only half of this time
    something like "internal call time"/2
    If it is possible?


    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNavPro
    ------------------------------



  • 5.  RE: WDE statistics

    Posted 07-27-2020 20:09
    I dont think so and struggling to see the purpose of doing so. :)
    In Pulse, you could create a formula based upon individual statistics to achieve this result, but WDE doesnt offer this ability as far as I'm aware.

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    Jason McLennan
    Commonwealth Bank of Australia
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  • 6.  RE: WDE statistics

    Posted 07-28-2020 03:30
    Hi,
    This is exactly what I think 

    Again, many thanks

    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNavPro
    ------------------------------



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