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Genesys Engage - Advanced Real-Time Reporting with Pulse Webinar from 20. May 2021 Question & Answers

  • 1.  Genesys Engage - Advanced Real-Time Reporting with Pulse Webinar from 20. May 2021 Question & Answers

    GENESYS
    Posted 15 days ago
    Edited by Reinhard Beck 14 days ago
    Genesys Engage - Advanced Real-Time Reporting with Pulse Webinar from 20. May 2021 Question & Answers

    Q: Can we monitor the SLA @120s or 180s in Pulse?
    It is possible by adding a TimeRange in Reporting StatServer Application Options:   Range0-120 = 0-120
    Then you could use that Time Range in a Queue/RoutingPoint Pulse Template. Service Level Statistics.


    Q: Is it possible to differentiate the agent status using filters such as VoiceCall and Email_Media filters to differentiate the agent status between the two channels?
    That is possible with a predefined Media Type Filter.


    Q: What is the core difference between Notification Mode types of a statistic and what can be its use cases?
    The Notification Mode determines when Stat Server sends updated statistical values to Pulse
    Here is the link to the online documentation: https://docs.genesys.com/Documentation/EZP/latest/User/RTRStatProperties

     The two Pulse Notification Mode are

    • Time-Based-Select this Notification Mode to instruct Stat Server to recalculate the statistic by the frequency displayed in the Notification Frequency property. Stat Server sends a new value to Genesys Pulse only when the absolute difference from the last reported value exceeds the Insensitivity property.
    • Change-Based-Select this Notification Mode to instruct Stat Server to notify Genesys Pulse about changes immediately.


    Q: What happens if No TimeProfile is specified in a Metric/Statistic?
    In that case, the Default TimeProfile applies, which is Growing and reset at Midnight.


    Q: Can Statistics be grouped?
    It's possible to create a DN-Group object in GAX. For example group of Virtual Queues or Group of RoutingPoints.
    In Pulse, you can then report on the DN-Group object to get summarized statistics.


    Kind regards, Reinhard Beck
    Education Consultant, Genesys Beyond


    #PureEngage
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    Reinhard Beck
    Genesys - Employees
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