PEC-REP/Current/RT/RTRFormulas - Revision history

Monique.gionet@genesys.com: Published

2021-08-17T13:20:48Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:33:08Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:40Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T14:21:38Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Report Formulas
|TocName=Report Formulas
|Context=You can use a formula to retrieve statistics or specific key performance indicators (KPIs).
|Dimension=RealTime
|ComingSoon=No
|Platform=PureEngage
|Role=Supervisor
|Application=Pulse Reporting
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=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.

{{NoteFormat|If you already know how to use the formulas, you can use {{Link-SomewhereInThisManual|topic=RTRFunctions|anchor=top|display text=the function library}} to help you create your formulas.|2}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Add a Formula
|anchor=AddFormula
|alignment=Horizontal
|Media=Image
|image=Pulse_85105_Formulas2.png
|structuredtext=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.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Display Percentages
|anchor=Percentages
|alignment=Vertical
|Media=
|image=
|structuredtext=Let us 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: <tt>Data.''Statistic-Alias''.Value</tt>. The formula must return a valid <tt>Result</tt> value.

In the following formula, we assume the outbound calls are defined by a statistic alias <tt>Outbound</tt> and the inbound calls are <tt>Inbound</tt>.

'''Formula: Calculate a Percentage'''
<source lang="javascript">if ((Data.Outbound.Value + Data.Inbound.Value) != 0)
Result = 100 * Data.Outbound.Value / (Data.Outbound.Value + Data.Inbound.Value);
else Result = 0;
</source>
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Display Agent Status KPIs
|anchor=AgentKPIs
|alignment=Horizontal
|Media=Image
|image=pulse851formula1.png
|structuredtext=Let us say you want to display KPIs for agent status. Just use the <tt>Current_Status</tt> statistic.
|structuredtextwide====How the Current_Status Statistic is Defined===
The <tt>Current_Status</tt> statistic is defined by Stat Server options properties. The statistic type <tt>ExtendedCurrentStatus</tt> returns a specific object that can be further analyzed to provide only the Duration of the object.

<div style="line-height:normal;border:1px dashed #2f6fab;background-color: #F9F9F9;color:black;padding:1em;margin:1em 0;"> '''[ExtendedCurrentStatus]'''<br />Category=CurrentState<br />MainMask=*<br />Objects=Agent<br />Subject=DNAction</div>

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 <tt>Current_Status</tt> statistic.

'''Formula: Get Status Duration'''
<source lang="javascript">Result = G.GetStatusDuration(Data.Current_Status.Value);</source>

===Show the Reason Code Selected by the Agent===
You can display the reason code for the agent status.

'''Formula: Get Reason Code'''
<source lang="javascript">Result = G.GetReasonCodes(Data.Current_Status.Value);</source>

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'''
<source lang="javascript">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; }
}
</source>

'''Formula: Get Reason Code by Media Type''' (<tt>chat</tt> in the example below)
<source lang="javascript">function GetNRCode(state) {
if (state === null || state.type !== "AgentCurrentState")
return null;

var res = "";
var n = state.DNs.length;

if (n > 0) {
for (var i = 0; i < n; ++i) {
var dn = state.DNs[i];

if (dn.DNType === CFGNoDN && dn.DN === "chat") {
var actionsLength = dn.Actions.length;

for (var j = 0; j < actionsLength; j++) {
if (dn.Actions[j].Action === "NotReadyForNextCall" ) {
var userDataLength = dn.Actions[j].Data.UserData.length;

if (userDataLength > 0) {
for (var k = 0; k < userDataLength; k++) {
if (dn.Actions[j].Data.UserData[k].Key === "ReasonCode") {
res = dn.Actions[j].Data.UserData[k].Value;

break;
}
}
}
}
}

break;
}
}
}

return res;
}

Result = GetNRCode(Data.Current_Status.Value);</source>'''Formula: Get Reason Code For Voice'''
<source lang="javascript">function GetVR(state) {
if (state === null || state.type !== "AgentCurrentState")
return null;

var res = "";
var n = state.DNs.length;

if (n > 0) {
for (var i = 0; i < n; ++i) {
var dn = state.DNs[i];

if (dn.DNType === 1 && dn.DN !== null) {
var actionsLength = dn.Actions.length;

for (var j = 0; j < actionsLength; j++) {
if (dn.Actions[j].Action === "NotReadyForNextCall") {
var userDataLength = dn.Actions[j].Data.UserData.length;

for (var h = 0; h < userDataLength; h++) {
if (dn.Actions[j].Data.UserData[h].Key === "ReasonCode") {
res = dn.Actions[j].Data.UserData[h].Value;

break;
}
}

break;
}
}

break;
}
}
}

return res;
}

Result = GetVR(Data.Current_Status.Value);</source>

{{NoteFormat|The formula should be customized according to your environment. Please contact Genesys Customer Care for details.|2}}

===Show Current Agent State by Media Type===
You can display the current agent state by media type.

'''Formula - Get agent state by media type'''
<source lang="javascript">Result = G.GetAgentStatusPerMedia (Data.Current_Status.Value, 'email');</source>
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Display Agent Skills
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=You can display agent skills using the following formula. The result includes the name and level of each skill the agent has.<source lang="javascript">Result = "";
if (Object.Skills != null) {
for (var i = 0; i < Object.Skills.length; i++) {
var skill = Object.Skills[i];
Result += skill.Name + " " + skill.Level +"; ";
}
}</source>
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Display Interaction Properties
|anchor=IntProperties
|alignment=Horizontal
|Media=Image
|image=pulse851formula2.png
|structuredtext=Let us say you want to display interaction properties including flow segmentation, ANI, and DNIS. You can use formulas to find the information you need.
|structuredtextwide====Show the Customer Segment of the Interaction===
You can display the customer segment defined by the <tt>CustomerSegment </tt>key-value pair of the interaction by using the following formula.

'''Formula: Get Customer Segment'''
<source lang="javascript">Result = G.GetSegment(Data.Current_Status.Value);</source>

===Show the ANI of the Customer===
You can display the ANI of the customer by using the following formula.

'''Formula: Get ANI'''
<source lang="javascript">[Result = G.GetANI (Data.Current_Status.Value);</source>

===Show the DNIS of the Customer===
You can display the DNIS of the customer by using the following formula.

'''Formula: Get DNIS'''
<source lang="javascript">Result = G.GetDNIS (Data.Current_Status.Value);</source>
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=What do I do next?
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=You might want to learn more about:

*{{Link-SomewhereInThisManual|topic=RTRTemplates|anchor=|display text=Manage Report Templates}}
*{{Link-SomewhereInThisManual|topic=RTRStatProperties|anchor=|display text=Statistic Properties}}
*{{Link-SomewhereInThisManual|topic=RTRFunctions|anchor=|display text=Template Function Library}}

<br /><section id="scrollNav-1" data-origid="scrollNav-1" class="scroll-nav__section"><section id="scrollNav-7" data-origID="scrollNav-7" data-origID="scrollNav-7" class="scroll-nav__section">
You might want to learn more about:

* [[RTRTemplates|Widget templates]]
* [[RTRStatProperties|Statistic properties]]
* [[RTRFunctions|Template function library]]
</section>
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 9: / Line 9: @@
 |Role=Supervisor
 |Application=Pulse Reporting
 |Section={{Section
 |alignment=Vertical
 |structuredtext=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.
@@ Line 23: / Line 18: @@
 {{NoteFormat|If you already know how to use the formulas, you can use {{Link-SomewhereInThisManual|topic=RTRFunctions|anchor=top|display text=the function library}} to help you create your formulas.|2}}
 |Status=No
 }}{{Section
@@ Line 32: / Line 25: @@
 |Media=Image
 |image=Pulse_85105_Formulas2.png
 |structuredtext=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.
 |Status=No
 }}{{Section
@@ Line 42: / Line 34: @@
 |anchor=Percentages
 |alignment=Vertical
 |structuredtext=Let us say you want to display percentages based on two metrics. Just copy the following example using the statistics you want.
@@ Line 55: / Line 45: @@
 else Result = 0;
 </source>
 |Status=No
 }}{{Section
@@ Line 64: / Line 52: @@
 |Media=Image
 |image=pulse851formula1.png
 |structuredtext=Let us say you want to display KPIs for agent status. Just use the <tt>Current_Status</tt> statistic.
 |structuredtextwide====How the Current_Status Statistic is Defined===
@@ Line 185: / Line 174: @@
 '''Formula - Get agent state by media type'''
 <source lang="javascript">Result = G.GetAgentStatusPerMedia (Data.Current_Status.Value, 'email');</source>
 |Status=No
 }}{{Section
 |sectionHeading=Display Agent Skills
 |alignment=Vertical
 |structuredtext=You can display agent skills using the following formula. The result includes the name and level of each skill the agent has.<source lang="javascript">Result = "";
 if (Object.Skills != null) {
@@ Line 200: / Line 185: @@
+     }
 }</source>
 |Status=No
 }}{{Section
@@ Line 209: / Line 192: @@
 |Media=Image
 |image=pulse851formula2.png
 |structuredtext=Let us say you want to display interaction properties including flow segmentation, ANI, and DNIS. You can use formulas to find the information you need.
 |structuredtextwide====Show the Customer Segment of the Interaction===
@@ Line 227: / Line 211: @@
 '''Formula: Get DNIS'''
 <source lang="javascript">Result = G.GetDNIS (Data.Current_Status.Value);</source>
 |Status=No
 }}{{Section
 |sectionHeading=What do I do next?
 |alignment=Vertical
 |structuredtext=You might want to learn more about:
@@ Line 241: / Line 221: @@
 *{{Link-SomewhereInThisManual|topic=RTRFunctions|anchor=|display text=Template Function Library}}
-<br /><section id="scrollNav-1" data-origid="scrollNav-1" class="scroll-nav__section"><section id="scrollNav-7" data-origID="scrollNav-7"  data-origID="scrollNav-7"  class="scroll-nav__section">
+<br /><section id="scrollNav-1" data-origid="scrollNav-1" class="scroll-nav__section"><section id="scrollNav-7" data-origID="scrollNav-7"  data-origID="scrollNav-7"  data-origID="scrollNav-7"  class="scroll-nav__section">
 You might want to learn more about:
@@ Line 248: / Line 228: @@
 * [[RTRFunctions|Template function library]]
 </section>
 |Status=No
 }}
 }}

@@ Line 6: / Line 6: @@
 |Dimension=RealTime
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Supervisor
 |Application=Pulse Reporting

PEC-REP/Current/RT/RTRFormulas - Revision history

Monique.gionet@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"