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.
Add a formula
From the statistic detail pane while editing a widget or template, you can create or customize statistics by creating a formula.
Let's 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: Data.Statistic-Alias.Value. The formula must return a valid Result value.
In the following formula, we assume the outbound calls are defined by a statistic alias Outbound and the inbound calls are Inbound.
Formula: Calculate a Percentage
Display Agent Status KPIs
Let's say you want to display KPIs for agent status. Just use the Current_Status statistic.[+] How the Current_Status statistic is defined.
You can use formulas to find the information you need:[+] Show agent time in current state
Display interaction properties
What do I do next?
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