Genesys Engage on-premises

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  • 1.  CurrentReadyAgents for Email

    Posted 10-15-2020 05:29
    Hi Guys, 

    We have the CurrentReadyAgents  for voice which works fine. but we would now like to have the same for Emails. Is there a filter available for CurrentReadyAgents based on media type so that we can get the number of agents ready for the Email Channel. suggestions are appreciated. 
    #Reporting/Analytics

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    Ram Prashanth Muralikrishnan
    Miele & Cie. KG
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  • 2.  RE: CurrentReadyAgents for Email

    GENESYS
    Posted 10-16-2020 12:05
    Hi Ram,

    Can you share the attributes of your current statistics definition for CurrentReadyAgents?

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


  • 3.  RE: CurrentReadyAgents for Email

    Posted 10-18-2020 17:56
    What I have done in the past is for Pulse widgets is create a formula stat that refences the Current Status statistic which must be a Statistype of ExtendedCurrentStatus. the formula is below
    Current Status Statistic Configuration


    Result = G.GetAgentNonVoiceStatus(Data.Current_Status.Value, 'email');
    Staus of Email Channel Statistic Configuration


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    Sean Mahon
    Telstra Corporation Ltd
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    Original Message


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