PureConnect Real-Time-Adapter statistics and database tables

Overview

The real-time adapter uses statistics and database tables in order to communicate information from the server to the VHT Callback®system.

Statistics

The following table lists the mapping between the statistics in Callback and in PureConnect.

Virtual Hold Statistic PureConnect Statistic
Agents Staffed inin.workgroup:AgentsLoggedInAndActivated
Agents Available inin.workgroup:NumberAvailableForACDInteractions
Calls In Acd inin.workgroup:InteractionsWaiting

RTGroups Database Table

Setup the table mapping for the PureConnect workgroups to the Callback queue.

Fill out the SiteName, QueueName, and GroupId for each workgroup to queue mapping.

The GroupId is the Workgroup name.