Author Topic: Realtime Callback Statistics Monitoring  (Read 172 times)

Offline molkemon

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Realtime Callback Statistics Monitoring
« on: May 07, 2020, 12:55:21 AM »
Hello,

we are using on-premise Genesys solution, with Callback managed with Genesys Mobile Services.

The configuration as-is works, Callbacks are routed to the desired target Agent Groups, and currently waiting Callbacks are visible on the appropriate VQs.

We are having an issue however, that once the Callback is distributed to an agent, appropriate VQ stats don't update afterwards (Answered, Released, Handling Time etc). Monitoring is done via CCPulse+

I think the problem is with the configuration option _rep_userevent_dn in GMS, as this is currently set to a specific DN for all Callback Services. However, if I understand documentation correctly, if we change this option on each service to the appropriate VQ, then the stats on the VQ should update correctly? Unfortunalty, I found only documentation specific to historic reporting, but we need it in real-time. Can anyone confirm that this should work? Having the option changed is a bit bothersome at the moment, so I would be very thankful if I would knew for certain that this works.

Offline catanirex

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Re: Realtime Callback Statistics Monitoring
« Reply #1 on: May 07, 2020, 09:15:31 PM »
Are you queuing the actual outbound call in the VQs? (GVP have dialed the end customer)

Or are you using the type of callback where a virtual interaction is queued and GMS sends user event to WDE plugin and then WDE is dialing the end customer?
For the second type of GMS callback you cannot get for example Answered on VQ since the outbound call is not connected to the VQ...


Offline molkemon

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Re: Realtime Callback Statistics Monitoring
« Reply #2 on: May 07, 2020, 11:19:56 PM »
Hello, i'm pretty certain the Outbound Calls are queued on the VQs, as stats for Offered and Distributed are working (we even made a filter/KVP attached to calldata so we can say "this offered call was queued inbound and this offered call was a callback", this works just fine.  I will however make sure this is the case, I'm actually not sure now because in practice, the agent is offered a callback interaction, and only when he accepts, the customer is called (rather than the customer is called first and then later connected to an agent).

That's why I'm so confused the other Stats don't work with the distributed callbacks (normal inbound calls propagate stats to the VQ just fine).

After further reading the GMS documentation and also the StatServer documentation, I am now pretty certain that my original idea will not work, instead from what I can gather from StatServer doc, it should just work out of the box, but it doesn't.

As I  don't personally have access to the statserver, I requested that the defined stats and filters will be sent to me, maybe there is an error there (like the stats being filtered to just record inbound calls or something like that), but I am thankful for any other suggestions :)
« Last Edit: May 08, 2020, 12:23:31 AM by molkemon »

Offline gen_rtfm

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Re: Realtime Callback Statistics Monitoring
« Reply #3 on: May 07, 2020, 11:38:29 PM »
Are you queuing the actual outbound call in the VQs? (GVP have dialed the end customer)

Or are you using the type of callback where a virtual interaction is queued and GMS sends user event to WDE plugin and then WDE is dialing the end customer?
For the second type of GMS callback you cannot get for example Answered on VQ since the outbound call is not connected to the VQ...
I'd say that this is correct, from my own experience. If gvp isn't used to make the call before engaging agent you don't have the connection between outbound call and vq used for queueing, which in it self is a separate virtual interaction.

Br

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