Hi everybody,

I would like to show in Pulse the numbers of "currently handled calls" on a specific queue / Queue group.

I search in standard stats but don't find anything. :-(

My purpose is to compare in real time waiting calls and currently handled calls to alert callcenter if there's not enough ready agent.

Is it possible? with wich indicators?

Thanks for your help.

------------------------------
Cédric

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

Hi Cédric,

i think it can be done from Agent view , as from VQ prespective calsl which leavs the queue determined as "Diverted" then maybe it can be "Anwered" or "Abandoned" or "Cleared"

take a look on Agent Login Template on Pulse , then use "Current Status" Column



------------------------------
Mohammed Adel
IST Networks - Saudi Arabia
------------------------------

Original Message:
Sent: 08-11-2018 08:35
From: Cedric Roman
Subject: [PULSE] - currently handled calls

Hi everybody,

I would like to show in Pulse the numbers of "currently handled calls" on a specific queue / Queue group.

I search in standard stats but don't find anything. :-(

My purpose is to compare in real time waiting calls and currently handled calls to alert callcenter if there's not enough ready agent.

Is it possible? with wich indicators?

Thanks for your help.

------------------------------
Cédric

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

As mentioned in the previous reply, I dont think there's a Durable, Interaction-Related Action from a Mediation DN perspective that would allow you to do this.

If you are associating your VQ's with an Agent Group as an Origination DN, using GroupAgents as the Objects,then obviously you can pull back the current number of agents by state, including what type of interaction they're on if they're currently engaged.  To add the number of calls waiting for that Agent Group, you can create the following stat:
[OrigDN_Curr_Calls_Waiting]
MainMask=OrigDNCallWait
Objects=GroupAgents, GroupPlaces
Subject=DNAction
Category=CurrentNumber

If you do want to do it from the VQ perspective, then you can bring in the following stats, again assuming they're linked via the Originating DN:
[Queue_AgentsLogin]
MainMask=AgentLogin
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction
Category=CurrentNumber

[Queue_AgentsReady]
MainMask=AgentReady
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction
Category=CurrentNumber

[Queue_AgentsAvail]
MainMask=AgentActive
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction
Category=CurrentNumber

------------------------------
Jason McLennan
Commonwealth Bank of Australia
------------------------------

Original Message:
Sent: 08-11-2018 08:35
From: Cedric Roman
Subject: [PULSE] - currently handled calls

Hi everybody,

I would like to show in Pulse the numbers of "currently handled calls" on a specific queue / Queue group.

I search in standard stats but don't find anything. :-(

My purpose is to compare in real time waiting calls and currently handled calls to alert callcenter if there's not enough ready agent.

Is it possible? with wich indicators?

Thanks for your help.

------------------------------
Cédric

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

Hi team, 
We are doing test calls in email and chat media.. In ccpulse the values are getting updated in virtual queues.. But in pulse the values always shows zero in virtual queues..  Please give your suggestions to get values in virtual queues in pulse.. 

Thanks, 
Anandapriyan.R

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

Original Message:
Sent: 08-12-2018 18:17
From: Jason McLennan
Subject: [PULSE] - currently handled calls

As mentioned in the previous reply, I dont think there's a Durable, Interaction-Related Action from a Mediation DN perspective that would allow you to do this.

If you are associating your VQ's with an Agent Group as an Origination DN, using GroupAgents as the Objects,then obviously you can pull back the current number of agents by state, including what type of interaction they're on if they're currently engaged.  To add the number of calls waiting for that Agent Group, you can create the following stat:
[OrigDN_Curr_Calls_Waiting]
MainMask=OrigDNCallWait
Objects=GroupAgents, GroupPlaces
Subject=DNAction
Category=CurrentNumber

If you do want to do it from the VQ perspective, then you can bring in the following stats, again assuming they're linked via the Originating DN:
[Queue_AgentsLogin]
MainMask=AgentLogin
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction
Category=CurrentNumber

[Queue_AgentsReady]
MainMask=AgentReady
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction
Category=CurrentNumber

[Queue_AgentsAvail]
MainMask=AgentActive
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction
Category=CurrentNumber

------------------------------
Jason McLennan
Commonwealth Bank of Australia

Original Message:
Sent: 08-11-2018 08:35
From: Cedric Roman
Subject: [PULSE] - currently handled calls

Hi everybody,

I would like to show in Pulse the numbers of "currently handled calls" on a specific queue / Queue group.

I search in standard stats but don't find anything. :-(

My purpose is to compare in real time waiting calls and currently handled calls to alert callcenter if there's not enough ready agent.

Is it possible? with wich indicators?

Thanks for your help.

------------------------------
Cédric

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

Hi Cédric,

Just to clarify, are you after the running total number of calls handled for the day or the total number of calls active right now?




------------------------------
Cheers,

Andy Maries
Genesys - Employees
------------------------------

Original Message:
Sent: 08-11-2018 08:35
From: Cedric Roman
Subject: [PULSE] - currently handled calls

Hi everybody,

I would like to show in Pulse the numbers of "currently handled calls" on a specific queue / Queue group.

I search in standard stats but don't find anything. :-(

My purpose is to compare in real time waiting calls and currently handled calls to alert callcenter if there's not enough ready agent.

Is it possible? with wich indicators?

Thanks for your help.

------------------------------
Cédric

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

Hi,

i want to know the total number of calls active right now on specific group queue.

Thks.

Cédric

------------------------------
Cedric Roman
Bouygues Telecom
------------------------------

Original Message:
Sent: 08-12-2018 18:46
From: Andy Maries
Subject: [PULSE] - currently handled calls

Hi Cédric,

Just to clarify, are you after the running total number of calls handled for the day or the total number of calls active right now?




------------------------------
Cheers,

Andy Maries
Genesys - Employees

Original Message:
Sent: 08-11-2018 08:35
From: Cedric Roman
Subject: [PULSE] - currently handled calls

Hi everybody,

I would like to show in Pulse the numbers of "currently handled calls" on a specific queue / Queue group.

I search in standard stats but don't find anything. :-(

My purpose is to compare in real time waiting calls and currently handled calls to alert callcenter if there's not enough ready agent.

Is it possible? with wich indicators?

Thanks for your help.

------------------------------
Cédric

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