Call Release from agents in CCPulse

[alex.cantanhede@gmail.com]

Hello,

I need some help.

It's possible to create a statistic in CCPulse that shows the number of released calls from an agent or a group of agents?


Thanks

[cavagnaro]

You mean, calls that they ended? Or can be customer or agent?
If the agent/customer released: That info comes in the Extensions section, and InfoMart can get it for example, but not CCPulse as far as I know.


Another option could be CallReleased who is a retrospective stat for the OrigDN, which could be a VQ for example and then you report how many but...what is the point actually?

[borkokrz]

You can try to filter mentioned Extensions section for all EventReleased using filters section. This way you can show in CCPulse how many calls were released by agent and how many by the customers.

[cavagnaro]

You sure? As per SS doc:

In a filtered statistic, Stat Server only considers those actions that satisfy a filter condition on certain attributes of TEvents, such as DNIS, ANI, CustomerID (or TenantID), MediaType, ThisQueue, TreatmentType, UserData, Reasons, and ExtensionReasonCode. Stat Server also allows filtering by Interaction Server-driven events via the UserData and Reasons attributes

The filter expression is evaluated over the UserData structure belonging to the action or status. 

Never saw a filter based on AttributeExtensions

Code: [Select]


AttributeExtensions [72] 00 03 00 00..
'OtherTrunkName' 'SBC'
'BusinessCall' 1
'ReleasingParty' '2 Remote'


[borkokrz]

Pretty sure. https://docs.genesys.com/Documentation/RTME/latest/User/Filters#Call_Properties.
Row Extensions

Code: [Select]

This property enables Stat Server to filter switch-specific and other features on any specified key-value pair recorded in the Attribute Extensions attribute of select TEvents.
I've used following stat:

Code: [Select]

[CallsCompleted]
Category=TotalNumber
MainMask=CallInboundCompleted,CallOutboundCompleted,CallInternalCompleted,CallUnknownCompleted
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
and following filters:

Code: [Select]

[Filters]
ReleasedLocal=PairExists(Extensions,"ReleasingParty","1 Local")
ReleasedRemote=PairExists(Extensions,"ReleasingParty","2 Remote")

to get following results:
Completed All byAgent byCustomer
agent - Agent.T 3 2 1

I'm not sure how to paste image from CCPulse.
Env: SIPS 8.1.103.54, SS 8.5.112.04, CCP 8.1.100.68

I believe this was possible since 8.0 release of StatServer

https://docs.genesys.com/extensions/Repository/cache/public/Reporting%20and%20Analytics/StatServer_RTME/8.0/statserver80rn.html#8.0.000.22

For both call-related actions and actions associated with agent notifications (such as Ready/NotReady/ACW, Stat Server is now able to filter based on the
corresponding TEvent's Extensions attribute (AttributeExtensions) only by specifying Extensions as the first parameter of three in a key-value pair designation: For example:

PairExist( Extensions, <key>, <value> )

[cavagnaro]

   Seems need to read updated documentation! Thanks!

[genesysguru]

Cool!