Profile

Sean Mahon

Contact Details

My Content

1 to 20 of 25 total

RE: Hold Instance Reporting

Posted By Sean Mahon 06-16-2021 03:23
Found In Egroup: PureEngage Cloud \ view thread
Hi Kenny, I am asuming you are talking about GCXI reporting here. Have a look at adding one of the metrics called "Hold" to the report. this should bring back the count of times the caller was put on hold? ------------------------------ Sean Mahon Telstra Corporation Ltd --------------------- ...

RE: Restricted view of Standard Responses in WDE

Posted By Sean Mahon 03-25-2021 22:27
Found In Egroup: PureEngage On-Premises \ view thread
Use the option interaction-workspace/standard-response.categories to filter the SRL. You can only filter on Root Categories, not sub categories. Multiple root categories allowed by seprating with a comma. ------------------------------ Sean Mahon Telstra Corporation Ltd ----------------------- ...

RE: CurrentReadyAgents for Email

Posted By Sean Mahon 10-18-2020 17:56
Found In Egroup: PureEngage On-Premises \ view thread
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 Result = G.GetAgentNonVoiceStatus(Data.Current_Status.Value, 'email'); ------------------------------ ...

Different Case Data in Agent Desktop for Outbound Calls

Posted By Sean Mahon 06-02-2020 20:23
Found In Egroup: PureEngage Cloud \ view thread
Hi, Just wondering if it is possible/adn how to have different case data KVP's to be displayed within Agent Desktop (WWE) when an Agent makes an outbound call. The case data KVP's would need to be different based on the interaction type (i.e. voice,email,etc). I know it can be done for inbound calls ...

RE: Agent shows as UNKNOWN for their first and last name in Speechminer

Posted By Sean Mahon 03-14-2020 02:12
Found In Egroup: PureEngage On-Premises \ view thread
I have had issues in the past where the "Login ID" associated with the agent had to match the employee ID to get things showing. Not sure if it was specifically this issue though. ------------------------------ Sean Mahon Telstra Corporation Ltd ------------------------------

RE: Changing Interaction Queue Names Created by Designer

Posted By Sean Mahon 02-26-2020 03:42
Found In Egroup: PureEngage Cloud \ view thread
Thanks, But Genesys do not seem to want to give us Permissions or the details on how to resolve this our selves. Looks liek they want ot do this for us for free. - NICE! ------------------------------ Sean Mahon Telstra Corporation Ltd ------------------------------

RE: Agent Initiated Outbound Calls

Posted By Sean Mahon 02-26-2020 03:38
Found In Egroup: PureEngage Cloud \ view thread
The Interaction HAndling Attempt report will also show "pure" outbound calls,. The TO field will be the number dialled by the agent. However, if you agents are configured to Use RouteBased Actions for "TypeDestination" then the outbound requests are routed by an Application loaded on the associated ...

RE: Virtual Queue search in Teamcommunicator WDE

Posted By Sean Mahon 02-09-2020 07:43
Found In Egroup: PureEngage On-Premises \ view thread
check this option out on agent/agent group or Application. teamcommunicator.list-filter-showing Default Value: Agent,AgentGroup,Skill,RoutingPoint,InteractionQueue,Contact,CustomContact thats all you can do - VQ's cannot be transferred to directly like others have stated. It must be a RP ...

RE: SRS (Screen Recording) and Proxies/Firewalls

Posted By Sean Mahon 12-03-2019 16:33
Found In Egroup: PureEngage Cloud \ view thread
Thanks Kevin, thankfully we are running in overlay model here and are using handsets from a PBX instead of softphone so the conflict you are experiencing is not happening for us. ------------------------------ Sean Mahon Telstra Corporation Ltd ------------------------------

RE: Lunch Hour Close

Posted By Sean Mahon 12-02-2019 18:56
Found In Egroup: PureEngage Cloud \ view thread
I my builds, we use multiple business hour calendars one for morning, and one for evening when this type of requirement appears. Another possible way to try and automate it would be using the Agent stats and look at agents ready as well as agents busy and if this is greater than 0 then consider the ...

SRS (Screen Recording) and Proxies/Firewalls

Posted By Sean Mahon 12-02-2019 18:50
Found In Egroup: PureEngage Cloud \ view thread
Looking for information on how others have setup SRS when bypassing the Proxies and how you configured your firewalls. We are having troubles getting Genesys to provide the IP Addresses requried to apply to the firewalls to allow outbound traffic direct to the internet for SRS since it will not work ...

RE: Agent Setup Synch Time Lag With Config Database?

Posted By Sean Mahon 11-22-2019 00:34
Found In Egroup: PureEngage Cloud \ view thread
This is normal, and have been using PEC for near on 2 years now with multiple customers. What I find is that changes to Agent groups desktop options, you should allow atleast 15 mintues, which subsequently is the timeout value for an agent that has lost a connection (e.g. browser crash/pc crash), and ...

Changing Interaction Queue Names Created by Designer

Posted By Sean Mahon 11-22-2019 00:19
Found In Egroup: PureEngage Cloud \ view thread
Does anyone know of a way to change the name of an interaction queue which was created when you create a new Digital Applicaiton within Designer 9. Currently the interaction queue name shows a long hex value, so when showing them in desktop workbins view, pulse, wfm or GCXI you only see the hex value, ...

RE: Who has transitioned to WWE9?

Posted By Sean Mahon 11-21-2019 01:17
Found In Egroup: PureEngage Cloud \ view thread
We are in the process of migrating our customer from wwe8 to WWE9, but have also had the privilege to implement new customers on WWE9 straight out of the box. We have delayed our customer migrations due to a number of reasons including lack of training, changes in the GUI. We found the deployment ...

RE: WDE Email Channel - can you use NotReadyAfterCallWork()

Posted By Sean Mahon 09-29-2019 20:04
Found In Egroup: PureEngage On-Premises \ view thread
My understanding is that ACW is not allowed on Email interactions, nor is it needed since email is not realtime like voice, so all the ACW work can be done whilst still having the email interaction open on the desktop. Once ALL the work is completed for that interaction, it can be marked done. ...

RE: Pulse and BrightSign Integration

Posted By Sean Mahon 07-29-2019 10:56
Found In Egroup: PureEngage Cloud \ view thread
Sorry Kevin, no news yet - left with customer to work with BrightSigns to work out the issue. If I hear anything, I will definitely update, as I am starting to get old and need to start writing things down for reference. Also the only other possibility from what I could see was using the Stats API ...

RE: Pulse Current Status with each media

Posted By Sean Mahon 07-29-2019 10:47
Found In Egroup: PureEngage On-Premises \ view thread
here is what I have done in the past for a customer. not that a stat needs to be created for each channel. the custom formula for email is to change for each channel, change the line that contains if (dn.DN === "email") Formula to get time in state for email channel function ...

RE: Pulse and BrightSign Integration

Posted By Sean Mahon 07-15-2019 19:47
Found In Egroup: PureEngage Cloud \ view thread
Thanks Kevin for the lead. lets see how this goes. ------------------------------ Sean Mahon Telstra Corporation Ltd ------------------------------

Pulse and BrightSign Integration

Posted By Sean Mahon 07-14-2019 23:15
Found In Egroup: PureEngage Cloud \ view thread
Has anyone had the opportunity to integrate Pulse with a third party Wallboard display Application called BrightSign (https://www.brightsign.biz/). I have a customer wishing to get this happening, and am finding it difficult to get the pulse page to show in the Application. It keeps showing a blank ...

RE: PULSE: Number of Agents Logged In By Skill

Posted By Sean Mahon 03-26-2019 17:26
Found In Egroup: PureEngage On-Premises \ view thread
the simplest way is to create Virtual Agent Groups (VAG) with the script defining what skills need to be matched for an agent to be considered part of that agent group. Then in pulse it is a matter of adding the VAG's to a widget for the stat to be be shown. ------------------------------ Sean Mahon ...