Author Topic: Call Release from agents in CCPulse  (Read 873 times)

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Offline alex.cantanhede@gmail.com

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Call Release from agents in CCPulse
« on: December 17, 2019, 08:20:53 PM »
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
« Last Edit: December 17, 2019, 08:23:35 PM by alex.cantanhede@gmail.com »

Offline cavagnaro

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Re: Call Release from agents in CCPulse
« Reply #1 on: December 18, 2019, 03:18:18 AM »
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?

Offline borkokrz

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Re: Call Release from agents in CCPulse
« Reply #2 on: December 18, 2019, 06:55:35 PM »
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.

Offline cavagnaro

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Re: Call Release from agents in CCPulse
« Reply #3 on: December 18, 2019, 07:46:54 PM »
You sure? As per SS doc:


Quote
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


Quote
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'


Marked as best answer by cavagnaro on December 19, 2019, 07:36:41 AM

Offline borkokrz

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Re: Call Release from agents in CCPulse
« Reply #4 on: December 18, 2019, 09:11:02 PM »
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

Quote
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> )
« Last Edit: December 18, 2019, 09:26:01 PM by borkokrz »

Offline cavagnaro

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Re: Call Release from agents in CCPulse
« Reply #5 on: December 18, 2019, 10:37:02 PM »
 :o  Seems need to read updated documentation! Thanks!

Offline genesysguru

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Re: Call Release from agents in CCPulse
« Reply #6 on: December 19, 2019, 11:06:22 PM »
Cool!