Genesys Multicloud CX on-premises (formerly Engage on-premises)

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Outbound Outstanding Record on Workspace

  • 1.  Outbound Outstanding Record on Workspace

    Posted 05-19-2021 07:07
    Is there an out of box way of displaying an agent that how many records are outstanding the preview campaign/call list that he is working on?

    #Omni-ChannelDesktop/UserInterface

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    Hassan Shaikh
    C Square Consulting PVT Ltd
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  • 2.  RE: Outbound Outstanding Record on Workspace

    GCAP Member
    Posted 05-20-2021 02:34
    Not that I can think of within workspace, without customisation.  You can give them access to Pulse, and then feed through a custom statistic showing number of records.  You need to define the return in Reporting Stored Procedures on your Campaign or calling List.  The below is what we use to give our dialling administrators access to number or rerocrds remaining and time until next dialable record:

    BEGIN
    DECLARE
    v_WhereStr VARCHAR2(1000);
    v_QueryStr VARCHAR2(10000);
    v_CurrEpoch NUMBER;

    BEGIN
    v_CurrEpoch := FLOOR((CAST((FROM_TZ(CAST(SYSDATE AS TIMESTAMP),SESSIONTIMEZONE) AT TIME ZONE 'UTC') AS DATE) - TO_DATE('01/01/1970 00:00:00', 'MM-DD-YYYY HH24:MI:SS')) * 24 * 60 * 60);
    v_WhereStr := case when nvl('$dial_filter_where',1) = 1 then ' ' else ' WHERE $dial_filter_where' end;
    v_QueryStr := 'SELECT COUNT (DISTINCT chain_id) FROM (SELECT * FROM $list_tbl_name' || v_WhereStr ||') clf JOIN (SELECT DISTINCT DBID, OFFSET FROM TIMEZONES WHERE CAMPAIGNDBID=$camp_dbid) tz ON tz.DBID = clf.tz_dbid WHERE clf.record_status = 1 AND NVL(clf.dial_sched_time,0) < ('||v_CurrEpoch||'+120) AND (('||v_CurrTime||' + tz.Offset) - 86400 * floor(('||v_CurrTime||' + tz.Offset) / 86400)) BETWEEN clf.daily_from AND clf.daily_till';
    EXECUTE IMMEDIATE v_QueryStr INTO v_CustomCounter01;
    p_CustomCounter01 := TO_CHAR(NVL(v_CustomCounter01, 0));
    v_QueryStr := 'SELECT MIN(GREATEST(CASE NVL(clf.dial_sched_time,-1) WHEN -1 THEN 0 ELSE FLOOR(GREATEST(0,clf.dial_sched_time-('||v_CurrEpoch||'+120))) END, GREATEST(0,NVL(clf.daily_from,0) - (('||v_CurrTime||'+ tz.Offset) - 86400 * floor(('||v_CurrTime||' + tz.Offset) / 86400))))) AS MIN_WAIT FROM (SELECT * FROM $list_tbl_name' || v_WhereStr || ' ) clf JOIN (SELECT DISTINCT DBID, OFFSET FROM TIMEZONES WHERE CAMPAIGNDBID=$camp_dbid) tz ON tz.DBID = clf.tz_dbid WHERE clf.record_status = 1 AND (('||v_CurrTime||'+ tz.Offset) - 86400 * floor(('||v_CurrTime||' + tz.Offset) / 86400)) - NVL(clf.daily_till,86400) < 0';
    EXECUTE IMMEDIATE v_QueryStr INTO v_CustomCounter02;
    p_CustomCounter02 := TO_CHAR(NVL(v_CustomCounter02, 0));
    END;
    END;

    And stat definition on stat server:


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    Jason McLennan
    Commonwealth Bank of Australia
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  • 3.  RE: Outbound Outstanding Record on Workspace

    Posted 05-22-2021 14:54
    Thank Jason. Let me try and experiment this.

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    Hassan Shaikh
    C Square Consulting PVT Ltd
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