Agent Dashboard - CCPulse Lite !!

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 queue status and agent status ('Presence' or 'Search' tab) before initiating transfer and without any doubt, improved customer experience immensely.

So, I developed application using ASP.NET, WCF and Genesys Platform SDK and really happy about it. Had few challenges in supporting different browser versions and security policies within the organisation but it went well at the end.

You can see the demo of the application below and it is actually hosted in Windows Azure with Genesys Stat Server simulator

Note : It is working version and you can actually select different themes and tabs. Have fun :-)

Values of GSW_STAT_EVENT in log file

Last week, customer reported an issue 'Campaign Callback rescheduled call details are missing' in the canned reports. After few hours of log analysis, it seems to be a defect in Genesys Dialer (OCS) and raised SR with support team.

  I found this tabular list very useful while debugging reports for dialer solution and hope you will find it useful too

 CampaignActivated = 1,

CampaignDeactivated = 2,

DialingStarted = 3,

DialModeChanged = 4,

DialingStopped = 5,

WaitingAgentStart = 6,

WaitingAgentOver = 7,

WaitingPortsStart = 8,

WaitingPortsOver = 9,

WaitingRecordsStart = 10,

WaitingRecordsOver = 11,

SystemErrorStart = 12,

SystemErrorOver = 13,

CallCompleted = 14,

LeadProcessed = 15,

CallbackScheduled = 16,

CallbackCompleted = 17,

CallbackMissed = 18,

AgentError = 19,

RecordScheduled = 20,