Genesys Pulse Help

Genesys Pulse Help
Genesys Pulse 8.5.1
12/18/2017
Table of Contents
How do I generate real-time reports using Genesys Pulse?
3
How do I give users permission to customize their dashboard?
12
What reports do I want to see?
13
How do I add reports to my dashboard?
19
How do I choose a Widget type?
24
How do I display external content?
29
How can I use templates to simplify widget creation?
31
What are the statistic properties?
37
How do I use Formulas to customize reports?
46
Template Function Library
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How do I generate real-time reports using Genesys Pulse?
How do I generate real-time reports using
Genesys Pulse?
Genesys Pulse is a Genesys Administrator Extension (GAX) plug-in application that enables at-a-glance views of
real-time contact center statistics within the GAX graphical user interface. On the Genesys Pulse dashboard,
widgets display user-defined Donut, Grid, Key Performance Indicator (KPI), or List charts of statistics for objects.
You can view and select additional details and options by expanding a widget. Once maximized, you can choose a
Stacked Bar, Grouped Bar, Grid or Line Chart view. You can also sort the data, select which objects to include, and
edit the widget.
Important
You require the appropriate user privileges to perform actions.
How do I access Genesys Pulse real-time reports?
You can open the Pulse dashboard within Genesys Administrator Extension (GAX) to see the real-time reports.
Reports are displayed in widgets, which can easily be expanded to dashboard size to display additional detail.
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How do I generate real-time reports using Genesys Pulse?
Genesys Pulse provides a default dashboard the first time you use Genesys Pulse. Dashboards are managed by
using tabs. Click on the more icon in the right corner of the dashboard for options:
• Rename Tab—Change the name of the Genesys Pulse Dashboard tab.
• Add a Widget—Add a new widget to the dashboard.
• Reset to Default Dashboard—Deletes all widgets and resets to the default dashboard.
• Set as Default Dashboard—Set the dashboard to be the default. Available to users with full privileges.
• Delete—Deletes the dashboard.
Genesys Pulse Dashboard Examples
[+] Sales team lead dashboard
[+] Sales service level dashboard for a supervisor
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How do I generate real-time reports using Genesys Pulse?
[+] Multi-channel dashboard for a supervisor
[+] User-defined dashboard for a supervisor
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How do I generate real-time reports using Genesys Pulse?
[+] Outbound campaign dashboard for a supervisor
[+] Back-office dashboard for a supervisor
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How do I generate real-time reports using Genesys Pulse?
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How do I generate real-time reports using Genesys Pulse?
How do I use the report widgets on my dashboard?
Genesys Pulse widgets display Donut, Grid, Key Performance Indicator (KPI), Line, or List charts of key statistics
for objects on your dashboard.
You can add new widgets to your dashboard.
You can perform the following actions on a widget:
• Clone
• Delete
• Edit
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How do I generate real-time reports using Genesys Pulse?
• Expand
How do I download report data?
You can save the report data from an expanded widget as a CSV file. Click the more icon in the top right corner of
an expanded widget and select Download widget.
How can I expand a report to fill the dashboard?
Click on the more icon in the top right corner of a widget and select Expand to Tab to see a detailed view of your
report.
There are four chart types available in the expanded widget:
[+] Line
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How do I generate real-time reports using Genesys Pulse?
[+] Grouped Bar
[+] Stacked Bar
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How do I generate real-time reports using Genesys Pulse?
[+] Grid
This expanded report opens within a new tab, so you won't impact your initial dashboard. You can rename your new
tab by clicking on the more icon in the top right corner of the tab and select Rename Tab. From here, you can use
sort options, define objects, and define statistics. Click the pencil icon to change the number of columns for the
Grid.
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How do I give users permission to customize their dashboard?
How do I give users permission to customize
their dashboard?
Your Genesys Pulse users might want to save any changes they make to their dashboards. You can enable this by
granting them the proper permissions.
Allowing users to customize Genesys Pulse dashboards
On the Configuration Manager page, under Accounts, go to Persons and find the User that you want to edit. On
the Permissions tab, Add the Person object for this user. Once the Person object appears in the Permissions list,
add both Read and Update permissions for this user.
Don't forget to Save the permission before closing the window.
Do this for each user you want to enable.
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What reports do I want to see?
What reports do I want to see?
You can include the popular real-time reports in your default dashboard, so you can quickly start monitoring your
contact center. First you need to decide what you want to know about your contact center.
What do I want to see in my Genesys Pulse dashboard?
Supervisors need to know at-a-glance what is happening in their contact center. Genesys Pulse displays these
reports in widgets, which can easily be expanded to dashboard size as grid, bar, and line charts.
Most often supervisors ask the following:
1. Will we meet our operational targets?
2. How can I manage agent workload across different teams?
3. How are my agents performing?
4. Are my agents properly assigned?
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What reports do I want to see?
Will we meet our operational targets?
You can quickly analyze all call activity to determine any action that is needed to reach your target from the Queue
KPI report. Similarly, you can analyze chat activity through the Chat Queue KPI report.
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What reports do I want to see?
A key performance indicator (KPI) in a contact center is often related to abandoned interactions, so it is critical to
have a comprehensive understanding of why contacts abandon (for example, lengthy wait times).
Contact center management develops the criteria or level of service that their customers expect. This report
provides the primary view used to determine if the contact center is meeting those established operational targets.
In the examples, the reports show KPIs (for example, Service Level, Calls Answered, Current Calls in queue, ASA,
and AHT) for each segment (Virtual Queue related to customer business):
1. The grid chart helps you identify how to configure specific thresholds based on your SLA.
2. The first bar chart shows the Service Level performance with a better granularity and identify times when the service
level could be degraded.
3. The second bar chart shows the Service Level performance and other KPIs to measure the call distribution
performance.
4. The line chart shows the Service Level trend within the current day.
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What reports do I want to see?
How can I manage agent workload across different teams?
In order to manage the workload across different teams, supervisors can monitor their employee availability and
behavior in the Agent Group Status reports. This provides supervisors an at-a-glance view of available staff and
their current states. For example, you can see what percentage of agents are on calls, on hold, waiting for calls, or
not ready with reason.
In the expanded view:
• The grid chart KPIs and the current status of your workforce.
• The bar chart shows the distribution of agent status for each team.
• The line chart helps you compare the trend of agents logged in for each team.
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What reports do I want to see?
How are my agents performing?
You can see the KPIs of an agent group in your contact center in the Agent KPI reports. You can analyze other
media-specific activity from the Chat Agent KPI and Email Agent KPI reports.
Agents manage many transactions and states in addition or related to answered calls. Genesys Pulse shows you all
the data in a single report to provide supervisors with an understanding of agent performance based on the first call
resolution. For example, you can see transfers compared to the number of calls answered, which can indicate
unresolved first contact customer inquiries.
In the expanded view:
• The grid shows Agent KPIs and the current status of your workforce.
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What reports do I want to see?
• The bar chart shows agent status and activity. Supervisors can sort agents by specific interests. For example, the
supervisor can sort agents by calls answered.
• The line chart compares the trend of calls answered by each agent.
Are my agents properly assigned?
You need to make sure that all aspects of your business are covered. You can see your individual agent properties,
status, and the media they manage in the Agent Login report. With this report, supervisors can ensure the agents
are logged in where they should be and managing the media for which they are responsible.
In the examples:
• The first grid shows the reason why agents in a specific group are not ready.
• The second grid shows the properties related to the call currently handled by agents. It includes 4 KVPs: Service Type,
Service Sub Type, Customer Segment and Business Result.
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How do I add reports to my dashboard?
How do I add reports to my dashboard?
It's easy to add a new report within a Genesys Pulse widget. Genesys Pulse provides a basic set of predefined
templates, complete with statistics that are typical for reporting activities handled by Genesys solutions. Any users
with the appropriate privileges can create or modify widgets and templates.
How do I add reports to a dashboard?
There are two ways you can add a report to your dashboard:
• Click on the more icon in the right corner of the dashboard and click Add a Widget.
• Click on the Add a Widget icon on the dashboard.
Genesys Pulse opens a widget wizard to help you add a report.
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How do I add reports to my dashboard?
How do I use the widget wizard?
The widget wizard guides you through the process of creating or changing widgets. Choose a predefined widget
template or define your own template.
To create a Genesys Pulse template, you must add or configure:
• One or more object types to measure.
• One or more statistics.
• One widget type with specific display options.
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How do I add reports to my dashboard?
How do I choose which objects to measure?
Select the objects that you want to see in your report.
Important
Avoid creating widgets that contain a large number of Objects. Restrict the number to a maximum
of 100 objects.
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How do I add reports to my dashboard?
How do I choose statistics?
Choose the statistics that you want to include in your widget. You must add at least one non-string statistic.
Genesys Pulse displays statistic details when you select a statistic.You can modify a statistic definition within
Genesys Pulse when you create, clone, or edit a template.
Genesys Pulse statistics are described in detail in the templates.xls file.
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How do I add reports to my dashboard?
What display options should I use?
You need to define the default display settings for your widget. Users can change these options on their own
dashboard.
• Provide a name for report title.
•
• Select the Widget Type to display.
• Select the Widget refresh rate.
• Select options associated with the visualization (for example, alerts and size).
• Optional: For templates configured to use changes-based statistics (CurrentStatus and ExtendedCurrentStatus), set
enable quick updates. See Deploying RabbitMQ for Quick Widget Updates.
• If needed, select the Alerts for statistic and define the alert values (from 1 to 3).
Important
Confirm your environment can handle the number of widgets and refresh rate you plan to use. A
shorter refresh rate increases demands on the CPU, Memory, Disk, and Network.
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How do I add reports to my dashboard?
How do I choose a Widget type?
How do I choose a Widget type?
The widgets on the Genesys Pulse dashboard display charts that provide an at-a-glance view of what is happening
in your contact center. The best way to choose a widget type is to preview the widget when you add a new widget.
This allows you to see which widget type best displays what you want to see in your report.
What do I see in a Donut widget?
A Donut chart shows a proportional representation of the parts of a whole sample, similar to a pie chart.
The Donut widget displays either:
• one statistic for four specific objects
• one statistic for three top objects and a sum the remaining objects
• one object with the values of four defined statistics
Depending on the reference selected in the Cycle By option, a carousel can be defined to display additional several
items.
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How do I add reports to my dashboard?
How do I choose a Widget type?
What do I see in a Grid widget?
The Grid widget displays a list of items and their related statistics.
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How do I add reports to my dashboard?
How do I choose a Widget type?
What do I see in a KPI widget?
The KPI Widget displays either one statistic for several objects or several statistics for one
object, depending on the value of the Cycle By option. The Cycle By option is available if the
widget has objects selected individually, not by group.
Note: The maximum value for the bar charts in KPI widgets is the maximum value of all the objects selected for the
statistic in this widget or maximum value of the alert configured for this widget.
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How do I add reports to my dashboard?
How do I choose a Widget type?
What do I see in a Line Chart widget?
The Line Chart widget displays statistics as a series of data points connected by lines.
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How do I add reports to my dashboard?
How do I choose a Widget type?
What do I see in a List widget?
The List widget displays either one statistic for many objects or many statistics for one
object. Depending on the reference selected, the Headline type option might be available for
this widget type.
Note: The maximum value for the bar charts in List widgets is the maximum value of all the objects selected for the
statistic in this widget or maximum value of the alert configured for this widget.
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How do I display external content?
How do I choose a Widget type?
How do I display external content?
You can use an IFRAME widget to show content from an external URL on your Genesys Pulse dashboard. You
may want to adapt your external content before you try to display what you want within Genesys Pulse. Genesys
Pulse doesn't actually change anything within iFrame, but will provide scrollbars if the content is larger than the
available area.
Using IFRAME widgets to display external content
Add a new widget and select the IFRAME template.
For an IFRAME widget, you need a web address for the Dashboard Widget URL. You may want to use a second
web address for the Maximized Widget URL content, because widgets expanded to the size of the dashboard can
display much more detail in charts than a regular dashboard widget can.
[+] IFRAME Widget Options
The available display options for IFRAME widgets include the following:
• Widget Title—The title appears at the top of your widget. Use this to identify the content of the widget.
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How do I display external content?
How do I choose a Widget type?
• Size—The width and height ratio of your widget.
• Allow resize—Allow users to resize the widget.
• Widget refresh rate—The amount of time, in seconds, Genesys Pulse waits to update the widget content.
• Dashboard Widget URL—The web address of the content you want to display in your widget.
• Maximized Widget URL—The web address of the content you want to display in your expanded widget.
• Automatic refresh—Allows Genesys Pulse to automatically refresh the content as defined in the widget refresh rate.
Tip
Here is an example of an IFRAME html page including instructions within a README file:
• IFRAME example (ZIP).
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How can I use templates to simplify widget creation?
How do I choose a Widget type?
How can I use templates to simplify widget
creation?
Did you know that you can create and use Genesys Pulse templates to simplify widget creation? Any users with the
appropriate privileges can create or modify templates. You can then create various widgets using your template.
The easiest way to create a template is to clone and edit an existing template within Genesys Pulse. Genesys Pulse
provides a basic set of predefined templates, complete with statistics that are typical for reporting activities handled
by Genesys solutions. Any users with the appropriate privileges can create or modify the available templates.
Important
You can edit only user-created templates. Pulse overwrites any changes made to predefined
templates with the original predefined templates every time Pulse starts, unless you set the
install_templates configuration option in the [pulse] section of the GAX Application object
to false.
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How can I use templates to simplify widget creation?
How do I choose a Widget type?
How do I Add, Clone, or Edit a template?
The template wizard guides you through the process of creating, changing, and deleting templates. To open the
template wizard, click Add Widget and select New Template. The Choose a Widget screen displays an
alphabetical list of Genesys Pulse templates.
To create a Genesys Pulse template, you must add or configure:
• One or more object types.
• One or more statistics.
• One widget type with specific options to display the information.
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How can I use templates to simplify widget creation?
How do I choose a Widget type?
What template details do I need?
On the Details screen, you:
• Define the name of the new template
• Describe the scope of this template
• Select one or more object types from the selection based on what you might want to monitor.
Genesys Pulse allows you to select objects that are compatible with your template. For example:
• The Agent KPI template includes the Agent, Agent Group, Place, and Place Group objects.
• The Agent Group Status template includes the Agent Group and Place Group objects.
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How can I use templates to simplify widget creation?
How do I choose a Widget type?
How do I select statistics?
Within the Genesys Pulse statistic definition, you can specify statistic parameters regardless of whether or not they
are available on any StatServer in your environment. This means you must also update the StatServer options to
ensure that the StatServer connected to Genesys Pulse contain the corresponding options (for example, statistic
types and filters).
You must add at least one non-string statistic.
Choose the statistics and properties to include in your template. Genesys Pulse statistics are described in detail in
the templates.xls file.
Genesys Pulse displays statistic details when you select a statistic. This information includes the components of the
stat type definition and other parameters that form the request that Genesys Pulse sends to Stat Server. You can
modify a statistic definition within Genesys Pulse when you create, clone, or edit a template.
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How can I use templates to simplify widget creation?
How do I choose a Widget type?
How do I define the display options?
The final step before validating your template is to define what should be the default display of your widget on the
main dashboard. This setting is the one displayed to Genesys Pulse users, but they can then modify the widget
options on their own dashboard.
• Name the widget title
•
• Select the Widget Type to display.
Note: The maximum value for the bar charts in List and KPI widgets is the maximum value of all the objects selected for the statistic in this widget or
maximum value of the alert configured for this widget.
• Select the Widget refresh rate.
• Select options associated with the visualization (for example, thresholds and size).
• Optional: For templates configured to use changes-based statistics (CurrentStatus and ExtendedCurrentStatus), set
enable quick updates. See Deploying RabbitMQ for Quick Widget Updates.
• If needed, select the statistics for alerts and define the alert values (from 1 to 3).
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How can I use templates to simplify widget creation?
How do I choose a Widget type?
Important
Confirm your environment can handle the number of widgets and refresh rate you plan to use. A
shorter refresh rate increases demands on the CPU, Memory, Disk, and Network.
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How can I use templates to simplify widget creation?
What are the statistic properties?
What are the statistic properties?
When you select a statistic within the template wizard, Genesys Pulse displays the values of the statistic properties.
These statistic properties are described below.
Tip
You can modify a statistic definition while defining a template. Genesys Pulse statistics are
described in detail in the templates.xls file.
Alias
The Alias must be a unique name that represents the technical name of the statistic. Use an ASCII letter for the first
character.
Display Alias
The Display Alias is the name displayed on the report.
Description
The Description provides the functional meaning of the statistic.
Display Format
The Display Format specifies whether values are shown as time or numbers, and, if numbers, the number of
decimal places. Depending on the statistic you chose, the available formats in the drop-down list are time-based or
numerical.
List of Values: Time, Integer, Number, Percent, String
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How can I use templates to simplify widget creation?
What are the statistic properties?
Filters
The Filters represent statistical filters that define restrictive conditions on actions used while calculating the statistic.
See the "Statistical Categories" chapter in the Framework Stat Server User's Guide to learn how to define filtered
statistics.
The list of Filters is available in the Configuration section of GAX. This view is available in Stat Server application
options used by Genesys Pulse.
Your account must have privileges to access this section.
Within GAX, you can add, edit or delete a filter.
Filters Example Suppose that you want to filter calls based on language: If the enterprise set up the key Language
to identify language and the value Spanish for callers who speak Spanish, you could use the PairExists UserData
function to search for calls with attached data in the Language/Spanish key-value pair.
On the Options tab of the Stat Server Properties screen, you could add a SpanishLanguage option in the [Filters]
section and specify filtering for calls with attached data containing the key "Language" and the value "Spanish".
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How can I use templates to simplify widget creation?
What are the statistic properties?
The example would have SpanishLanguage in the Name field and PairExists("Language","Spanish") in the Value
field.
Now, when an agent attaches the "Spanish/Language" key-value pair to calls from a desktop application, the calls
are filtered out of statistical calculations.
Formula
From the statistic detail pane, you can create or customize statistics by creating a formula.
The formula uses a javascript-based syntax, which lets you calculate expressions with values given by other
statistic and use functions provided by Genesys for more specific calculations. For example, you can calculate the
ratio of the calls abandoned to the calls offered in your queue to measure the percentage of abandoned calls in
your queue.
Genesys Pulse assumes the offered calls are defined by a statistic alias Offered and the abandoned calls are
defined by a statistic alias Abandoned.
The formula must return a Result value to be valid and can access any statistics of the template with the following
syntax: Data.<Statistic-Alias>.Value
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How can I use templates to simplify widget creation?
What are the statistic properties?
All formulas must contain an assignment for the Result variable (for example, Result=). The Result of the
formula calculation is the final value of this variable.
For example, here is a formula using the function G.GetAgentNonVoiceStatus():
Result = G.GetAgentNonVoiceStatus(Data.Current_Status.Value, email);
Insensitivity
Insensitivity describes a condition for Stat Server to send updates of statistical values to its clients. An increase in
the value of this parameter usually decreases network traffic, but it also reduces reporting accuracy, because
values are not updated as frequently. This setting is not visible in Stat Server configuration, but rather, clients pass
its value to Stat Server along with each statistic request.
Insensitivity plays no role for reset-based statistics. For time-based or change-based notification mode, Stat Server
only reports the recalculated value if the absolute value of the difference between the previous value and the
recalculated value or its percentage ratio to the recalculated value is at least equal to the number specified by
Insensitivity.
For example, if the result has a long integer data type—as is the case for statistics measuring time—Stat Server
uses the absolute difference in values for comparison. Given an Insensitivity setting of 5 in this case, Stat Server
sends the recalculated result to its client when the absolute value of the difference between the new and old result
is at least 5 (seconds, usually).
Notification Mode
The Notification Mode determines when Stat Server sends updated statistical values. These are the valid options:
• Time-Based—Select this Notification Mode to instruct Stat Server to recalculate the statistic by the frequency
displayed in 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.
• No Notification—Select this option to instruct Stat Server to not report updates. Updates are turned off in this case.
• Reset-Based—Select this Notification Mode to instruct Stat Server to report Genesys Pulse value right before setting
it to zero (0). CurrentState statistics cannot be requested with Reset-Based notification mode.
Notification Frequency
Use Notification Frequency to set how often, in seconds, Stat Server recalculates the statistic and notifies Genesys
Pulse if the statistic changes by more than the valued displayed in the Insensitivity field. This field is only used when
a Time-Based Notification Mode is selected for the statistic.
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How can I use templates to simplify widget creation?
What are the statistic properties?
Statistic Type
The mandatory Statistic Type displays the parameters that define the statistic type within Stat Server.
The list of Statistic Types available in the environment should be accessible through the Genesys Administrator
Extension (GAX) within the Configuration section. You can view them in the Application Options of the Stat Server
application used by Genesys Pulse.
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How can I use templates to simplify widget creation?
What are the statistic properties?
Your account must have privileges to access the Configuration section.
Within GAX, you can add, edit, or delete a statistic type.
This list should be the same as the list of statistic types detailed in the Genesys Pulse templates spreadsheet.
For more information on Stat Type definitions, see the Framework Stat Server User's Guide.
Time Profile
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How can I use templates to simplify widget creation?
What are the statistic properties?
Use the Time Profile to define the Time Profile for the statistic and specify the interval over which historical
aggregate values are calculated. All time profiles are defined as configuration options in the Time Profiles of the
Stat Server Application object in Genesys Configuration. See the Framework Stat Server User's Guide for
information about how to set up time profiles.
The list of Time Profiles available in the environment should be accessible in the GAX Configuration section. This
view is available in Stat Server application options used by Genesys Pulse.
Your account must have privileges to access this section.
Within GAX, you can add, edit, or delete a Time Profile.
The Time Profile contains four main types:
• Growing
• Sliding
• Selection
• SinceLogin
Time Profiles Examples
• Default,Growing—The Default time profile uses a Growing interval type and resets statistics to zero (0) every night at
midnight. The default value is set to 00:00.
• LastHour,Sliding—The LastHour time profile uses a Sliding interval type and tracks the last hour of activity with a
sampling taken every 15 seconds. The default value is set to 3600:15.
• SinceLogin,SinceLogin—SinceLogin resets statistics to zero (0) at the moment of agent login. Statistics continue to
accumulate as long as the agent is logged into (any) DN. The SinceLogin interval type aggregates statistical data only
for agent-object statistics.
• Shifts,Growing—A time profile named Shifts resets statistics to zero when shifts change at 3:00 AM, 7:00 AM, 11:00
AM, 1:00 PM, 7:00 PM, and 1:00 AM. The default value is set to 3:00 +4:00, 13:00 +6:00.
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How can I use templates to simplify widget creation?
What are the statistic properties?
Time Range
The Time Range specifies when to collect data for a limited set of statistics. See the Framework Stat Server User's
Guide for information about how to set up time profiles.
The list of Time Ranges is available in the Configuration section of GAX. This view is available in the options of the
Stat Server application used by the Genesys Pulse solution.
Your account needs to have privileges to access this section.
Within GAX, you can add, edit, or delete a time range.
Time Ranges apply to statistics in following categories:
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How can I use templates to simplify widget creation?
What are the statistic properties?
• TotalNumberInTimeRange
• TotalNumberInTimeRangePercentage
• CurrentNumberInTimeRange
• CurrentNumberInTimeRangePercentage
• ServiceFactor1
• TotalTimeInTimeRange
Time Range Example
Suppose that you want to calculate the total number of calls answered within 30 seconds. To do so,
enter Range0-30 in the Name field, and 0-30 in the Value field.
In this example, a Pulse statistic that calculates the total number of calls is based on the time range "Range0-30". If
one call is answered after being in a queue for 25 seconds, a second call after 40 seconds, and a third call after 10
seconds, Stat Server counts only the first and third calls.
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How can I use templates to simplify widget creation?
How do I use Formulas to customize reports?
How do I use Formulas to customize reports?
If you decide that one of your reports needs a different or additional statistic, you can edit the report’s template to
make that happen. You can accomplish this by adding a formula to the report template that retrieves the statistic or
key performance indicator (KPI) you want.
Since you cannot change the standard templates provided, if you want to change one of the standard reports, just
create a clone of the template and make changes in the new template.
Who can create these statistics? If you can create and edit Genesys Pulse templates, you can use formulas.
Important
If you already know how to use the formulas, you can use the function library to help you create
your formulas.
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How can I use templates to simplify widget creation?
How do I use Formulas to customize reports?
Where can I add my formula?
From the statistic detail pane while editing a widget or template, you can create or customize statistics by creating a
formula.
The formula uses a javascript-based syntax, which lets you calculate expressions with values given by other
statistic and use functions provided by Genesys for more specific calculations. For example, you can calculate the
ratio of the calls abandoned to the calls offered in your queue to measure the percentage of abandoned calls in
your queue.
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How can I use templates to simplify widget creation?
How do I use Formulas to customize reports?
How can I display percentages in my reports?
Let's say you want to display percentages based on two metrics. Just copy the following example using the
statistics you want.
In this example, we want to retrieve the percentage of outbound calls out of the total of both inbound and outbound
calls. The formula can access any statistic within a template with the following syntax: Data.StatisticAlias.Value. The formula must return a valid Result value.
In the following formula, we assume the outbound calls are defined by a statistic alias Outbound and the inbound
calls are Inbound.
Formula: Calculate a Percentage
if ((Data.Outbound.Value + Data.Inbound.Value) != 0)
Result = 100 * Data.Outbound.Value / (Data.Outbound.Value +
Data.Inbound.Value);
else Result = 0;
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How do I use Formulas to customize reports?
How can I display Agent Status KPIs?
Let's say you want to display KPIs for agent status. Just use the Current_Status statistic.
[+] How the Current_Status statistic is defined.
The Current_Status statistic is defined by Stat Server options properties. The
statistic type ExtendedCurrentStatus returns a specific object that can be further
analyzed to provide only the Duration of the object.
[ExtendedCurrentStatus]
Category=CurrentState
MainMask=*
Objects=Agent
Subject=DNAction
You can use formulas to find the information you need:
[+] Show agent time in current state
You can display the agent status duration using the Current_Status statistic.
Formula: Get Status Duration
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Result =
G.GetStatusDuration(Data.Current_Status.Value);
[+] Show the Reason Code selected by the agent
You can display the reason code for the agent status.
Formula: Get Reason Code
Result =
G.GetReasonCodes(Data.Current_Status.Value);
If you want to display more user data in addition to the Reason Code, you need to
enable the Additional Data property (User Data) of the statistic and apply a formula to
filter only the Reason Code from the resulting Current_Status, which contains both the
User Data and Reason code.
Formula: Filter only Reason Code
var res =
G.GetReasonCodes(Data.Current_Status.Value);
var x = res.split(';');
Result = "";
for (var i = 0; i < x.length; i++) {
var s = x[i];
if (s.indexOf("Break") > -1 ||
s.indexOf("Offline") > -1 ||
s.indexOf("Training") > -1 ) { Result =
s; break; }
}
[+] Show current agent state by media type
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How do I use Formulas to customize reports?
You can display the current agent state by media type.
Formula - Get agent state by media type
Result =
G.GetAgentStatusPerMedia(Data.Current_Status.Value,
'email');
How can I display interaction properties?
Let's say you want to display interaction properties including flow segmentation, ANI, and DNIS. You can use
formulas to find the information you need:
[+] Show the customer segment of the interaction
You can display the customer segment defined by the CustomerSegment key-value
pair of the interaction by using the following formula.
Formula: Get Customer Segment
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How do I use Formulas to customize reports?
Result =
G.GetSegment(Data.Current_Status.Value);
[+] Show the ANI of the customer
You can display the ANI of the customer by using the following formula.
Formula: Get ANI
[Result = G.GetANI(Data.Current_Status.Value);
[+] Show the DNIS of the customer
You can display the DNIS of the customer by using the following formula.
Formula: Get DNIS
Result = G.GetDNIS(Data.Current_Status.Value);
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Template Function Library
Template Function Library
Once you know how to use formulas, you can use this function library as reference for additional customization.
Below is a function library for Genesys Pulse standard templates as automatically generated from Genesys Pulse
release 8.5.102.02.
GetAgentNonVoiceStatus(state, media) → {string}
Get agent's status name for the media other than Voice.
Parameters:
Name
Type
Description
state
AgentCurrentState
Current state of the agent (typically,
Value of the appropriate statistic).
media
string
Media name.
Returns:
Status name, if state and media are available, empty string if information about given media
is not available in the given current state, null if state is null or not an agent state, or media
is null, not specified or empty.
Type = string
GetAgentVoiceStatus(state) → {string}
Get agent's status name for the Voice media.
Parameters:
Name
Type
Description
state
AgentCurrentState
Current state of the agent (typically,
Value of the appropriate statistic).
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Template Function Library
Returns:
Status name, if state is available, null if state is null or not an agent state.
Type = string
GetANI(state, switchID) → {string}
Get a first available ANI attribute in the given agent state.
Parameters:
Name
Type
Argument
state
AgentCurrentState
switchID
string
Description
Current state of the agent
(typically, Value of the
appropriate statistic).
<optional>
Optional switch name to
limit the search.
Returns:
ANI value, if found, empty string if not found, null if state is null or not an agent state.
Type = string
GetBusinessResult(state)
Get "Business Result" user data value.
Parameters:
Name
Type
Description
state
AgentCurrentState
Current state of the agent (typically,
Value of the appropriate statistic).
Returns:
Business Result value, if available, empty string, if required user data is not available, null if
state is null or not an agent state.
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Template Function Library
GetCustomerSegment(state)
Get "CustomerSegment" user data value.
Parameters:
Name
Type
Description
state
AgentCurrentState
Current state of the agent (typically,
Value of the appropriate statistic).
Returns:
CustomerSegment value, if available, empty string, if required user data is not available, null
if state is null or not an agent state.
GetDNIS(state, switchID) → {string}
Get a first available DNIS attribute in the given agent state.
Parameters:
Name
Type
state
AgentCurrentState
switchID
string
Argument
Description
Current state of the agent
(typically, Value of the
appropriate statistic).
<optional>
Optional switch name to
limit the search.
Returns:
DNIS value, if found, empty string if not found, null if state is null or not an agent state.
Type = string
GetEmployeeId(state) → {string}
Get agent's Employee ID designated in the given agent state.
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Template Function Library
Parameters:
Name
Type
Description
state
AgentCurrentState
Current state of the agent (typically,
Value of the appropriate statistic)
Returns:
Agent's Employee ID, if available, empty string if not available (typically, when agent is
logged out), null if state is null or not an agent state.
Type = string
GetExtension(state) → {string}
Get agent's Extension designated in the given agent state.
Parameters:
Name
Type
Description
state
AgentCurrentState
Current state of the agent (typically,
Value of the appropriate statistic)
Returns:
Agent's Extension, if available, empty string if not available (typically, when agent is logged
out), null if state is null or not an agent state.
Type = string
GetLoginId(state) → {string}
Get agent's Login ID designated in the given agent state.
Parameters:
Name
Type
Description
state
AgentCurrentState
Current state of the agent (typically,
Value of the appropriate statistic)
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Template Function Library
Returns:
Agent's Login ID, if available, empty string if not available (typically, when agent is logged
out), null if state is null or not an agent state.
Type = string
GetPlace(state) → {string}
Get agent's place designated in the given agent state.
Parameters:
Name
Type
Description
state
AgentCurrentState
Current state of the agent (typically,
Value of the appropriate statistic).
Returns:
Agent's Place name, if available, empty string if not available (typically, when agent is logged
out), null if state is null or not an agent state.
Type = string
GetPosition(state) → {string}
Get agent's ACD Position designated in the given agent state.
Parameters:
Name
Type
Description
state
AgentCurrentState
Current state of the agent (typically,
Value of the appropriate statistic)
Returns:
Agent's ACD Position, if available, empty string if not available (typically, when agent is
logged out), null if state is null or not an agent state.
Type = string
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Template Function Library
GetReasonCodes(state) → {string}
Get reason codes corresponding to the current status of the agent from all media types.
Reason codes can be obtained only for the following agent statuses: LoggedIn,
AfterCallWork, NotReadyForNextCall, WaitForNextCall.
Parameters:
Name
Type
Description
state
AgentCurrentState
Current state of the agent (typically,
Value of the appropriate statistic).
Returns:
Reason codes, splitted by '; ', if available, empty string if reason code is not available, null if
state is null or not an agent state.
Type = string
GetServiceSubType(state)
Get "ServiceSubType" user data value.
Parameters:
Name
Type
Description
state
AgentCurrentState
Current state of the agent (typically,
Value of the appropriate statistic).
Returns:
ServiceSubType value, if available, empty string, if required user data is not available, null if
state is null or not an agent state.
GetServiceType(state)
Get "ServiceType" user data value.
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Template Function Library
Parameters:
Name
Type
Description
state
AgentCurrentState
Current state of the agent (typically,
Value of the appropriate statistic).
Returns:
ServiceType value, if available, empty string, if required user data is not available, null if
state is null or not an agent state.
GetStatusDuration(state) → {Number}
Get duration of the current status of the agent.
Parameters:
Name
Description
state
Current state of the agent, agent group, DN or campaign
(typically, Value of the appropriate statistic).
Returns:
Duration, in seconds, if state is available, null if state is null.
Type = Number
GetSwitches(state, sep)
Get list of switches where agent is logged in.
Parameters:
Name
Type
Description
state
AgentCurrentState
Current state of the agent (typically,
Value of the appropriate statistic).
sep
string
Separator to use. Default is ';'.
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Template Function Library
Returns:
List of switches, if available, empty string, if agent is completely logged out, null if state is
null or not an agent state.
GetUserDataValue(state, key)
Get value of the first found user data with given key.
Parameters:
Name
Type
Description
state
AgentCurrentState
Current state of the agent (typically,
Value of the appropriate statistic).
key
string
User data key
Returns:
User data value, if available, empty string, if required user data is not available, null if state
is null or not an agent state or key is null.
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