Genesys : How EWT – Estimate Wait Time is calculated?

As we all know, agent can handle calls from multiple queues in Genesys and is tricky to find EWT (Estimate Wait Time) for call during routing. I find that Genesys algorithm to be smart and most appropriate.

How it is calculated?


Please find the details below (from Stat Server deployment guide)

Estimated Wait Time (EWT) =  AHT * ( CIQU / (AA * EP))

where

  • AHT (Average Handle Time) is calculated as TotalTime(Mask1, Interval)/TotalNumber(Mask2, Interval)
    • Mask1 includes ACW time i.e. CallReleased, ACWCompleted, CallMissed, ACWMissed events are used for calculation.
    • Mask2 is for call i.e.) CallReleased and CallMissed events only
    • If no calls are handled by agent for this queue, AHT is assumed to be 90 seconds
  • CIQU (Calls in Queue Unassigned) – Calls waiting in queue (CIQ) waiting for agent
    • CIQU = 0 if agents in ready state (AR) > CIQ
    • CIQU = CIQ if no agents are currently ready
    • CIQU = CIQ – AR if some agents are in ready state
  • AA (Active Agents) – Agent logged in and is busy or not ready to take calls. If AA = 0, 0.0001 is used
  • EP (Effective Portion) – Total time spent by agent to process calls from the queue divided by total time spent by agent to process all calls. Default value : 1

Genesys CCPulse – Display UserData using Custom Stat and Filters

Previously, I wrote post about displaying user data in CCPulse using custom solution and user ‘‘ enquired about displaying user data using CCPulse application only.

I found two options to display user data in CCPulse

Option 1: Display User Data using Custom Stat


Step 1: Configure Custom Statistic as below

[CustomUserData]
Category = CurrentCustomValue
Formula = GetGlobalNumber(“Account”,-1)”
MainMask = *
Objects = Agent, Place, GroupAgents, GroupPlaces
Subject = DNAction

In CCPulse, configure template to display this custom statistic. Please note that this will work only if key value is numeric. To display string value, use option 2 below

Option 2: Display User Data using Filters


You need CCPulse 8.0.101.27 or higher to display user data using filters. Please find the CCPulse release notes below

CCPulse+ now displays by default only hardware or software reason codes, without User Data. A new CCPulse+ option, ReasonCodeData, in the [CustomStatistic] section enables you to control which values are displayed.

ReasonCodeData

Valid Values: Hardware; Software; Userdata
Separate with semicolons the values to be displayed. Enter all three values if you use User Data values with reason codes in Formulas or to display them in the Extended Status window or in a view.

[CustomStatistic]
ReasonCodeData=Userdata (optional values: Hardware; Software)

Previously, starting with release 8.0.000.41, CCPulse+ appended some values from User Data to the reason codes. (ER# 317914454)

To display user data ‘Account’, follow steps below

Step 1: Create Filter ‘Account = PairExist(“Account”, “*”) under [Filters] section in Stat Server

Step 2: Create statistical type [CustomAgentState] in Stat Server as below

[CustomAgentState]

Category=CurrentState
MainMask=*
Objects=Agent
Subject=DNAction

Step 3: Set CCPulse application options, set ‘ExtendedCurrentStatus’ to ‘true under [CustomStatistic]

Step 4: Add below formula to display

 

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 Calls for Agent Groups


  • Configure below stat definition in your Reporting Stat Server
Genesys CCPulse : Abandoned

Abandoned Call Definition

  • Create/Modify agent group template to show this statistics
Genesys CCPulse : Abandoned Agent Group

Abandoned Agent Group

  • Open configured view in CCPulse and make test calls to verify the result

As you can see from the stat definition, you can use this statistics to track abandoned calls for agents and places as well.

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 Calls for Agent Groups


  • Configure below stat definition in your Reporting Stat Server
Genesys CCPulse : Abandoned

Abandoned Call Definition

  • Create/Modify agent group template to show this statistics
Genesys CCPulse : Abandoned Agent Group

Abandoned Agent Group

  • Open configured view in CCPulse and make test calls to verify the result

As you can see from the stat definition, you can use this statistics to track abandoned calls for agents and places as well.

VMware Workstation shows network cable unplugged

Yesterday, I updated Windows 10 and came across ‘VMware workstation and Hyper-V are not compatible’ issue. I had this issue previously and fixed it (Read: http://www.lakshmikanth.com/vmware-workstation-and-hyper-v-are-not-compatible/ for details). Second issue is that all of my virtual machines were showing ‘Network Cable Unplugged’ message

Network Cable Unplugged


Luckily, it was again to easy to fix. Please find the steps below

  • Shutdown all instances of virtual machines
  • In VMware workstation, select Edit -> Virtual Network Editor
  • Click ‘Change Settings’ button as shown below

VMWare Network Editor

  • Click ‘Restore Defaults’ as shown below. Restart your VMware workstation and it came up good.

Network Editor - Restore Defaults

VMware Workstation shows network cable unplugged

Yesterday, I updated Windows 10 and came across ‘VMware workstation and Hyper-V are not compatible’ issue. I had this issue previously and fixed it (Read: http://www.lakshmikanth.com/vmware-workstation-and-hyper-v-are-not-compatible/ for details). Second issue is that all of my virtual machines were showing ‘Network Cable Unplugged’ message

Network Cable Unplugged


Luckily, it was again to easy to fix. Please find the steps below

  • Shutdown all instances of virtual machines
  • In VMware workstation, select Edit -> Virtual Network Editor
  • Click ‘Change Settings’ button as shown below

VMWare Network Editor

  • Click ‘Restore Defaults’ as shown below. Restart your VMware workstation and it came up good.

Network Editor - Restore Defaults

How to disable trackpad on bootcamp?

Recently, I installed windows 10 using bootcamp on Mac pro and want to disable trackpad. In this post, I will explain two possible solutions for this.

Solution 1 – Disable Trackpad Hardware


  • Click Start -> Settings and Search for Device Manager
  • Expand ‘Human Interface Devices’ and select Apple SPI Trackpad
  • Right Click ‘Apple SPI Trackpad’ and select ‘disable’

Disable Trackpad

Solution 2 – Using Third Party Tool


  • Download and Install Trackpad Magic from http://pocketlim.com/
  • Right-click the Trackpad Magic icon that appears in your system tray.
  • Click “Disable Apple Trackpad” to completely disable the touchpad. Click “Automatically Disable Trackpad When External Mouse is Plugged in” to only disable the trackpad if you connect a mouse.

Disable Trackpad on bootcamp

VMware Workstation and Hyper-V are not compatible

After I upgraded my workstation to Windows 10,  I am no longer able to power on guest OS on VMware operating system and received error as below

‘VMware Workstation and Hyper-V are not compatible. Remove the Hyper-V role from the system before running VMware Workstation’

After some searching, I found that it is caused by ‘hypervisorlaunchtype’ on windows loader is set to ‘Auto’.

Disable Hyper-V


To disable Hyper-V role, follow the steps below

  •  Open ‘cmd’ prompt with elevated privileges i.e.) with Administrator access
  • To disable Hyper-V, run following command

  • Restart computer

Enable Hyper-V


To enable Hyper-V, follow the steps below

  •  Open ‘cmd’ prompt with elevated privileges i.e.) with Administrator access
  • To disable Hyper-V, run following command

  • Restart computer

References


Enable external request on IIS Express

I was working on Asp.net MVC application and had to test it from another machine. By default, IIS Express doesn’t allow remote connections and you will get an error ‘Bad Request – Invalid Host Name’ .In this post, I will explain how to enable external access to IIS express

Step 1 : Configure IIS Express


For Visual Studio 2015,  open file <solution>/.vs/config/applicationhost.config and localhost in ‘bindingInformation’ to ‘*’.  After making changes, it should like below

HTTP Binding

Step 2: Allow URL Access


  • Open command prompt in ‘Administrator’ mode
  •  Run following command

Note: Run this command with your IIS listening port. In my case above, application was listening on port 51603

Step 3: Configure Firewall Port


  •  Go to the “Control Panel\Windows Firewall”
  • Click “Advanced settings”
  •  Select “Inbound Rules”
  • Click on “New Rule …” button
  • Select “Port”, click “Next
  • Fill your IIS Express listening port number, click “Next”

Inbound Rule

  • Select “Allow the connection”, click “Next”
  • Check where you would like allow connection to IIS Express (Domain, Private, Public), click “Next”
  • Enter rule name and click “Finish”

 

IMPORTANT: For latest version of visual studio, please read solution details in comments below

Configure agent to handle multiple interactions – Capacity Rule

Capacity Rule – What it is?


If you have worked in Genesys multimedia environment, you know about this already. For others, Capacity rule defines work load capability for agents. For example, you can configure agent to handle 2 emails and 1 voice.

Where is it located?


From version 8.5, Capacity rule wizard is available from GAX and for previous version, it is available from Reporting Installation CD

In this post, I will cover creating and applying capacity rule using GAX to an agent

Create Capacity Rule


Follow the steps below to create capacity rule

  • After you login into GAX, navigate to Configuration -> Accounts -> Capacity Rules

Capacity Rule

  • Click  ‘ + ‘  sign to add new capacity rule

Add CR Media

  1. In Media Type,  Click ‘ + ‘  sign to add new media capacity. In the screenshots below, I configured the following
  • Voice – 1
  • Email – 2
  • Chat – 5
  1. Click ‘Save‘ button to save the changes

Add CR Email

 

Add CR Chat


Assign Capacity Rule to Agents


 

  • Open ‘Configuration -> Accounts -> Persons’ and select the agent to configure Capacity rule
  • Select ‘General’ tab from left hand side (as shown in fig below) to configure Capacity rule

Assign Capacity Rule

By default, Stat Server applies Capacity rule as ‘Single Voice Interaction Only’ and you can override this by configuring Capacity rule at tenant level (Configuration -> Environment -> Tenant -> General Tab)