Configuring CCA to Capture custom data

[Pelly]

Hello all,
I am trying to work out how to configure CCA (all CCA components are v6.1) to capture some data from one of our custom data fields.
This field forms part of an Outbound Calling List and captures the calls Wrap or Resolution codes as input by the agent. The Wrap codes are being passed as attached data by TServer, so I need to know how to first capture it in Stat Server and then how to get it from there into CCA.
Any help with this would be great,
Thanks

[Vic]

Hi, Pelly,

what do you mean CAPTURE data? You can definitely CAPTURE data with CCA, but you would have STATS for that data, not the actual data itself.
In other words, you will not have ALL the calls listed one by one with attach data values, but rather a breakdown. If you want a one by one historical log, CCon is what you need.

For example, if you have attach data with key "ReasonCode" and possible values 1,2,3,4,5,6, you can then create a historical report showing the breakdown of reason codes per agent per hour per group per VQ etc.

Genesys actually did a pretty good job describing how to do it in their Reporting Reference manual (the one that is 16MBs!). They even went all out and showed how to actually add different values together, which is totally kool. (Like, how much each agent generated per year, etc)

Filename if 65G_REF_RPTG.pdf. Look on page 111 under "Creating New Stat Type". I was able to get thing working in under a day with it.

Tell me if you do not understand something, but idea is like this:

create filters using PairExists("attach data name here",attach data value here)
create a new Report in DMA, select stats you need and apply those filters
run report.
you will need to modify Brio template if you are using different statnames.

Good luck!

[Pelly]

Cheers Vic, I will give it a go and let you know how I get on

[Pelly]

Sorry to bother you Vic, but I can't find the Document that you mentioned (65G_REF_RPTG) on the Genesys website. I don't have access to RevGen as I am only a mere customer , could this document be in this hallowed part of the website??
Cheers, Pelly

[Short]

It is located on the documentation CD:

/library/docs/6.5/65g_ref_rptg.pdf

[Pelly]

Thanks Short, got it now
Pelly.

[Tony Tillyer]

Hi,

Been watching this thread with some interest. If the reporting is based purely on PairExist and a new stat in the Options of the StatServer...

I've been asked to look at the possibility of reporting stats for the VTO options a caller has chosen. e.g.: Customer pressed **, then 1, then 3, then 2 (etc...), shown in a Brio Report. I can see how this would help our business shape their VTO (if a particular option is never used, either change the voice file or remove it entirely).

However, "how to do it" is a totally different ball game.

In a nutshell, I understand the PairExists rule but wouldn't this mean pegging every option or permutation possible in VTO and attaching that as data to every call?

Or am I barking up the wrong tree?

Any ideas, as always, welcome!

Thanks,

Tony

[Kevin]

With only using PairExists, yes, I think you would probably have to consider all valid responses and all invalid.
Depending on the needs of the business, you might be able to summarize each level into "valid" or "invalid", using a multiple PairExists, such as

Menu1Valid=PairExists("Menu1", "1")|PairExists("Menu1", "2")
Menu1Invalid=~(PairExists("Menu1", "1")|PairExists("Menu1", "2"))

This might be easier than trying to specify all the individual possibilities, such as

Menu1_1=PairExists("Menu1", "1")
Menu1_2=PairExists("Menu1", "2")
Menu1_Invalid=~(PairExists("Menu1", "1")|PairExists("Menu1", "2"))

etc...


Depending on your skillset (or the skillset of your team), you might also be able to write this information into a custom table on your database server, then report from there. As part of postcall wrapup, you might be able to create a large KV string from your attached data, then pass it into a stored proc for insertion into the custom table, with the user information and call date/time attached. Then you can use intrinsic SQL functions (such as count() in Sybase or MSSQL) to count the number of calls that occurred within a specific period. (Of course, this gets into the whole issue about the Genesys Brio license only being licensed for your datamart...)

Of course, another option is Call Concentrator. Based on what I was able to gather from the documentation, this records all the attached data (or the UAD you select) for each call. You then use a thirdparty reporting tool (Brio, Crystal Reports, etc) to extract and report on the data.

[Tony Tillyer]

Thanks Kevin,

We'll be looking at this in our Development as and when we get the results/definative answer, I'll post it here.