CCPulse - Lakshmikanth Balasundaram

Lakshmikanth Balasundaram

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CCPulse

A collection of 11 posts

Genesys CCPulse - Display UserData using Custom Stat and Filters

Previously, I wrote post about displaying user data in CCPulse using custom solution [https://www.lakshmikanth.com/genesys-ccpulse-show-user-data/] and user ‘Moshe Lezerovitz [https://disqus.com/by/moshelezerovitz/]‘ enquired about displaying user data using CCPulse application only. I found two options to display user data in CCPulse Option 1: Display User

Genesys CCPulse : How to display abandoned calls for Agent Group?

In our application, we want to find out how calls are reported and handled if the calls are abandoned at agent i.e.) customer disconnects call while it is ringing at agent station. It is not available at ‘out of box’ definitions but fortunately easy to implement it. Configure Abandoned

Genesys CCPulse : How to display abandoned calls for Agent Group?

In our application, we want to find out how calls are reported and handled if the calls are abandoned at agent i.e.) customer disconnects call while it is ringing at agent station. It is not available at ‘out of box’ definitions but fortunately easy to implement it. Configure Abandoned

CCPulse - Contrasting Color Functionality

CCPulse – Contrasting Color -------------------------------------------------------------------------------- One of our blog subscriber Ted Lizotte asked this question We have a window that used to look like this: [https://www.lakshmikanth.com/content/images/wordpress/2015/06/CCPulse-Previous.png] And since our CCPulse upgrade to 8.1.000.19 looks like this: [https://www.

Genesys CCPulse - TotalTime vs TotalAdjustedTime

Have you ever seen 15 minute interval report in CCPulse or Datamart contains more than 900 seconds like below ? [https://www.lakshmikanth.com/content/images/wordpress/2015/03/937.png] In this case above, T_WAIT value is 937 seconds for 15 minute interval report, which is only 900 seconds.

Genesys CCPulse - Show User Data

In my recent posts, I talked about Genesys CCPulse and its powerful feature ( here [https://www.lakshmikanth.com/most-powerful-and-less-popular-feature-in-ccpulse/], here [https://www.lakshmikanth.com/genesys-ccpulse-logged-in/]and here [https://www.lakshmikanth.com/genesys-ccpulse-access-skill-details-securely/]). Continuing the series, I try to answer one of the most wanted feature in CCPulse. “Is it possible

Genesys CCPulse - access skill details securely

In my post about Genesys CCPulse’s powerful and least used feature [https://www.lakshmikanth.com/most-powerful-and-less-popular-feature-in-ccpulse/], I showed example of using JScript language to retrieve skill details from Configuration database. One of the reader Robert left me comment about accessing skill details securely as database script will expose configuration

Genesys CCPulse - How to show when agent logged in?

Few months ago, I wrote an post about Genesys CCPulse powerful feature (Read here [https://www.lakshmikanth.com/most-powerful-and-less-popular-feature-in-ccpulse/]) and explained how JScript language can be used to show various other details within CCPulse. Last week, I had requirement from contact center supervisor to view agent’s login time i.

CCPulse - Very powerful but less popular feature

Do you know that you can use JScript language to build custom statistics in Genesys CCPulse application? In my opinion, this is very powerful feature in CCPulse, allowing to customise basic statistics, integrate with external applications/databases and thus, allowing you to build your own performance management solution. Instead of

Genesys CCPulse - How to send email notification?

* Create threshold using Genesys CCPulse threshold wizard * Download ‘vbSendEmail.dll’ from http://www.freevbcode.com/ShowCode.Asp?ID=109 and copy it in CCPulse+ folder (typically, ‘GCTI\CCPulse+’) * Using command prompt, navigate to CCPulse+ folder and register dll using the following command > regsvr32 vbSendMail.dll * Create action script as below

Genesys Pulse - CCPulse Lite - Bespoke version

In my previous project, customer would like to have thin client application – minimized version of CCPulse – for agents and supervisors to view current queue status and agent state. This was required to minimize queue time especially while doing internal transfers and improve customer experience.Using dashboard application, agent can view