Brekeke Contact Center Suite Wiki

This feature is only for TCPA compliant dialer.

 

CIM

Step 1. Set the following parameter at [Admin Menu] > [Settings] > [Advanced Settings] in CIM.

tcpa.callparam=app_exinfo1

*After save, restart tenant in CIM.

 

CA

Step 2. Create a custom data source.

Set the following parameters at [Tenant]>[Settings]>[Engine]>[Advanced options] in CA.

cdr.category.custom2.group = {"name":"Project","field":"callProjectId","caption":"callProjectInfo","includeBlank":false}
cdr.category.custom2.id = {"name":"ClickAgent","field":"callExtendInfo1","includeBlank":false}

* Brekeke CA can create 5 custom data sources with the custom1-custom5 parameters. In this example, the parameter “custom2” is used for creating a new custom data source.  If the “custom2” parameter has already been used for another purpose, use another one instead.

 

Example 1.  Global report “Custom2_clicker”

Step 3. Create a new global real-time report.

By using the data source “custom2“, create a new report as the example below:

Basic setting: 

Table Name : custom2_clicker  (Enter any name)
Categories : demo (Enter any category)
Data source : custom2
Data mode : Record

Field Settings:

Column name	Formula	Type	Format
Clicker Online Time	$func.agent.field.get($sumTimeOnline,$agentId == _$customId)	Time	hours:mm:ss
Click Count	$sumCall+$sumCallShort+$sumCallInvalid	Number
Average Click Count / min	($sumCall+$sumCallShort+$sumCallInvalid)/ ($func.agent.field.get($sumTimeOnline,$agentId == _$customId))*1000*60	Number	#,##0.0
Average Click count / hour	($sumCall+$sumCallShort+$sumCallInvalid)/ ($func.agent.field.get($sumTimeOnline,$agentId == _$customId))*1000*3600	Number	#,##0.0

*The total agent online time is used in the calculation of the average click count at above formulas.

 

 

Step 4. The real-time report “custom2_clicker” shows the performance of each click agent.

 

Example 2.  Timeline report “Custom2_clicker_timeline”

Step 5. Create a new timeline real-time report.

By using the data source “custom2“, create a new report like the example below:

Basic setting: 

Table Name : custom2_clicker_timeline  (Enter any name)
Categories : demo (Enter any category)
Data source : custom2
Data mode : total-timeline

Field Settings:

Column name	Formula	Type	Format
Click Count	$sumCall+$sumCallShort+$sumCallInvalid	Number
Average Click Count/min	($sumCall+$sumCallShort+$sumCallInvalid)/60	Number	#,##0.0

*The total agent online time is not considered in the calculation of the “average click count/min” at above formulas. The values are calculated simply by dividing the click count by 60 (mins) at each timeline unit (1 hour).

 

Step 6. The real-time report “custom2_clicker_timeline” shows the performance of each click agent as a timeline view.