From Bright Pattern Documentation
Contents
- Introduction
- Agent Desktop
- After Call Work
- Agent Desktop Helper Application
- Not Ready
- Outbound Calls
- Queue
- Rejecting Calls
- Selecting Services
- Voicemail
- Contact Center Administrator
- Callback
- Caller ID
- Email SMTP Settings
- Exporting Recordings
- Help Screens
- Hold Music
- Outbound Campaigns
- Recordings
- Recovering Past Recordings
- Scenarios
- Services
- Skills
- Supervisors
- Users
- Virtual Queue Configuration
- Reporting
- Aux Codes
- Customizing Reports
- Dispositions
- Interaction Records
- Interpreting Reports
- Metrics
- Occupancy
- Removing Users from Reports
- Report Access
- Report Execution Error
- Reporting Database
- Reviewing Scenario Steps
- Scheduled Reports
- Which Report to Use
- Scenario Builder
- Request Skill Block
- 1 Scenario Blocks
- 1.1 Do the skills assigned using the Request Skill block or Find Agent block affect report statistics?
- 1.2 Variable $(user.loginId) does not get the agent’s username in scenarios. We are currently calling it after the Connect Call block in order to build the path for the call recordings. How is this fixed?
- Variables
- Video Tutorials
Frequently Asked Questions
Scenario Blocks
Do the skills assigned using the Request Skill block or Find Agent block affect report statistics?
The reports are only affected by skills assigned using the Request Skill or Service block or the skills assigned on scenario start (via dial-in entry configuration). The Find Agent block does not affect statistics.
Variable $(user.loginId) does not get the agent’s username in scenarios. We are currently calling it after the Connect Call block in order to build the path for the call recordings. How is this fixed?
In your scenario, the variable needs to be set between the Find Agent block and the Connect Call block. In order to get the agent’s name, the variable has to be set after the agent is found. If you do not initiate the variable after the Find Agent block and before the Connect Call block, you will not know who the agent is.
