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Nelson Boychuk

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Outbound Treatments - Multi Redial for Multi Phone Numbers per Customer

Posted By Nelson Boychuk 01-31-2020 10:09
Found In Egroup: PureEngage On-Premises \ view thread
We want to use Treatments to handle the following case, but can't seem to come up with a solution that does not involve custom code and/or using multiple records in the calling list. Scenario: Each customer has two phone numbers. We want treatments to handle the following case for a single customer: ...

RE: DIALER 8.5: Answering Machine Full Detection?

Posted By Nelson Boychuk 05-28-2019 15:40
Found In Egroup: PureEngage On-Premises \ view thread
Thank you Jason. That helps. ------------------------------ Nelson Boychuk Tykans Group Inc ------------------------------

DIALER 8.5: Answering Machine Full Detection?

Posted By Nelson Boychuk 05-22-2019 10:32
Found In Egroup: PureEngage On-Premises \ view thread
We have Dialer 8.5 and I want to know if its possible to detect when a customer's answering machine responds that its voicemail box is full. We would like to assign a status to that event so that we can try that number again at a later time. Thank you #Outbound ------------------------------ ...

RE: PULSE: Agent Group Status - How to Get Lunch & Break To Work

Posted By Nelson Boychuk 03-28-2019 09:11
Found In Egroup: PureEngage On-Premises \ view thread
Thank you Jason. We had the the filters defined on the Stat Server, however, we discovered that our vendor had set up Action Code definitions that override the ReasonCode attribute. With the definition above, we had to alter our filter so that it references "Break" rather than "ReasonCode" ...

PULSE: Agent Group Status - How to Get Lunch & Break To Work

Posted By Nelson Boychuk 03-27-2019 10:41
Found In Egroup: PureEngage On-Premises \ view thread
I added the Agent Group Status widget to my dashboard and discovered that the displays for Lunch and Break do not work. No matter how many Agents have their status set to Not Ready-Lunch or Not Ready-Break, both statistics always show zero. The total number of Agents in the Not Ready state is shown as ...

PULSE: Number of Agents Logged In By Skill

Posted By Nelson Boychuk 03-26-2019 10:05
Found In Egroup: PureEngage On-Premises \ view thread
I need to display a list of skills and the current number of Agents logged in who have each of those skills. A competing product was able to do this and with the Genesys implementation replacing that product, we need to provide like for like reporting. For example, lets say my system has 2 skills, Desk ...

PULSE: Dynamic Thresholds

Posted By Nelson Boychuk 02-22-2019 10:53
Found In Egroup: PureEngage On-Premises \ view thread
Is there a way to dynamically change the thresholds for a statistic (maybe using the formula)? For example, in the Agent Login widget, there is the Current Status statistic. If an Agent is Ready, this statistic shows the time in the Ready state. If the Agent is on an inbound call, it shows the time ...

PULSE: Need to Display UserData Totals Using Group By Columns

Posted By Nelson Boychuk 02-22-2019 10:02
Found In Egroup: PureEngage On-Premises \ view thread
I have a UserData key called CallerIntent that has values associated to the IVR menu selection made by the caller. For the sake of this case, lets say that there are 3 IVR menu options and that the values assigned to CallerIntent can be one of DeskPhone, Mobile, OtherIssues. I want to display statistics ...

RE: PULSE : Display Targeted Skill

Posted By Nelson Boychuk 02-21-2019 15:14
Found In Egroup: PureEngage On-Premises \ view thread
I finally got this working in Pulse (not CC Pulse). Here are the steps that I followed: 1. In this case, the selection from the IVR menu is assigned to a user variable called "CallerIntent". We are able to pass this to WDE as attached data and see the value. 2, In Pulse; a. Click on the Gear icon ...

RE: Align Pulse Duration to WDE Ready Time

Posted By Nelson Boychuk 02-20-2019 23:56
Found In Egroup: PureEngage On-Premises \ view thread
Hello Sesha, Sorry for the delayed response. Unfortunately, I did not get an answer to my question. When I have some time (hopefully soon) I might look deeper into this again. If you find a solution, even partial, please post your findings. I'll take all donations. ------------------------------ ...

PULSE : Display Targeted Skill

Posted By Nelson Boychuk 01-10-2019 19:50
Found In Egroup: PureEngage On-Premises \ view thread
In Pulse (not CCPulse) is there a way to display the target skill associated to an interaction that is accepted by an Agent (preferably within the Agent Login template)? #Reporting/Analytics ------------------------------ Nelson Boychuk Tykans Group Inc ------------------------------

RE: Aligning Pulse Status with WDE Status

Posted By Nelson Boychuk 01-08-2019 10:30
Found In Egroup: PureEngage On-Premises \ view thread
Thank you Todd. I tried your suggestion as a new custom statistic and will present that to my business stakeholders. I will have to modify it slightly so that it takes into account inbound calls, outbound calls, after call work, etc. It's nice to have options. ------------------------------ Nelson ...

PULSE: Filter Out Agents on Break / Lunch

Posted By Nelson Boychuk 01-02-2019 15:35
Found In Egroup: PureEngage On-Premises \ view thread
Using a customized Agent Login widget, how can I filter out Agents who are on Break or Lunch? The end result is that I want to only display Agents that are logged in and are either waiting for an interaction or are currently in the process of an interaction. #ArchitectureandDesign #Reporting/Analytics ...

Align Pulse Duration to WDE Ready Time

Posted By Nelson Boychuk 01-02-2019 11:24
Found In Egroup: PureEngage On-Premises \ view thread
In Pulse (not CCPulse), how can I display the status time for individual channels (voice, chat, email)? I have Agents who can choose to be 'Ready' for any combination of voice, chat and email. When an Agent is Ready in one or two of the three channels (the third is Not Ready), Pulse shows the Current ...

RE: Aligning Pulse Status with WDE Status

Posted By Nelson Boychuk 12-31-2018 19:21
Found In Egroup: PureEngage On-Premises \ view thread
Looks like I managed to answer most of my questions. I now have a custom statistic that will display a positive (rather than negative) result whenever an Agent is 'Ready' in at least one of many available channels (see image). WDE on the right shows the Agent is Ready for voice. Pulse on the left shows ...

RE: Aligning Pulse Status with WDE Status

Posted By Nelson Boychuk 12-31-2018 10:51
Found In Egroup: PureEngage On-Premises \ view thread
Thank you for the response Jakub. Since Genesys does not report 'Partially Ready', then my next challenge is to somehow override the 'Not Ready' state with 'Ready' whenever one of the three channels are set to 'Ready'. I know my stakeholders will be upset if they are 'Ready' in one channel and they ...

Aligning Pulse Status with WDE Status

Posted By Nelson Boychuk 12-28-2018 18:35
Found In Egroup: PureEngage On-Premises \ view thread
My Agent is set up for voice, chat and email. When I set 2 of the 3 channels to Not Ready and the third channel to Ready, WDE shows the state as Partially Ready. Pulse shows this as Not Ready. For my Agent, how can I get Pulse to show Partially Ready (assuming it has the corresponding symbol) or, at ...