Overview

The real-time adapter uses statistics and database tables in order to communicate information from the server to Virtual Hold.

Genesys Statistics Configuration

The following statistic definitions need to be defined.

Some of these definitions may exist by default.

Calls in Queue

[CurrNumberWaitingCalls]Category=CurrentNumberDescription=Total number of interactions waiting in queueMainMask=CallWaitObjects=GroupQueues, Queue, RoutePointSubject=DNAction

Agents Available

[CurrNumberWaitStatuses]Category=CurrentNumberDescription=Current Number of Agents in Waiting StateMainMask=WaitForNextCallObjects=GroupAgents, GroupPlacesSubject=AgentStatus

Agents Logged In

[CurrAgentsLoggedIn]Category=CurrentNumberDescription=Current Number of Agents Logged InMainMask=*, ~NotMonitored, ~LoggedOutObjects=GroupAgents, GroupPlacesSubject=AgentStatus

RTGroups Database Table

Setup the table mapping for the Genesys configuration objects to the Virtual Hold queue. Fill out the SiteName, QueueName, and GroupId for each configuration object to queue mapping. The GroupId is in the format ObjectType.ObjectId.

The Object Type can be one of the following as long as it makes sense to gather the statistic information on the object type:

• Agent
• AgentPlace
• GroupAgents
• GroupPlaces
• RoutePoint
• Queue
• GroupQueues
• Switch
• RegularDN
• Campaign
• CampaignGroup
• CallingList
• CampaignCallingList
• Tenant
• StagingArea
• RoutingStrategy
• Workbin

Data in the AgentGroups table will conflict with the updates provided by the real-time adapter. AgentGroups and RTGroups should not both contain configuration.