Brio Linking AgentGroup / Agents

[Phil]

I want to create a report in Brio which shows all agents within a team and their call stats.

I can create a report by agent. I can also create a report by agent group. How do I create a report which looks at the agent group and shows the stats for all the agents within the specified agent group?

Cheers


Phil

[Kimi]

AgentGroup report should show state by agent, if I recall it correctly. Did you select "Show All Agents"?

[Phil]

The question I have relates to Brio, not CC Pulse. I am a little confused. Please would you go into further detail?

[Tony Tillyer]

Phil,

If you are trying to produce a report based on an Agent Group, you will only get the stats for the Group, as a whole.

If you have produced your report using RGAssistant the choices are limited to either individual Agents stats or Agent Group stats.

However, it is possible to add more Tables to the Query section and link them to your Brio Tables Query, as long as you also have access to the CME Tables (such as cfg_Agent, cfg_Agent_Group, cfg_Person, etc.) With a "normal" setup, you may find that these Tables are not on the same Server/dB as your CCA/Brio Tables.

Heck, this is difficult to get through via text only. Mail me and I'll throw together a document showing how it's done.

When I'm done, I'll post it as Hints and Tips number 5 into my Yahoo! Group, at:

http://finance.groups.yahoo.com/group/GenesysCTI/

[Short]

Have you checked the reports that comes with Reporting 7?
The brio report Agentsandagentgroup_daily_bc.bqy displays both the Agent group and it's individual agents.

Reporting 7 SW kan be used in a 6.x environment, the bqyfiles too!

[Tony Tillyer]

Further to my notes previously:

Set up an Agent Report, via RGAssitant. In the Query sections, add in the following Tables from the CME dB (you may need to set up a second .OCE file to add these):

1 to your (CME) Table called cfg_Person
1 to your (CME) Table called cfg_Agent_Group
1 to your (CME) Table called cfg_Group

Once you have these Tables and your Agent Layout Query together on one Query, create (Brio) links between:

1 Agent Layout Query>Object Name and cfg_Person>Employee ID
2 cfg_Person>dbid and cfg_Agent_Group>Agent_dbid
3 cfg_Agent_Group>group_dbid and cfg_Group>dbid

You now have the basis to create a new Query, returning results for individual Agents statistics, by selecting only the Agent Group.

You now also have added functionality for inserting more details about the Agent into your Query results (such as address, etc. if you use them in CME) since these are available as "drag and drop" from the cfg_Person Table.

Sounds messy, I know but it does work...

I hope this helps and good luck!

[Phil]

Tony

I have sorted it. You are right about the linking tables, however I haven't used CME. I have used an OBJTO_OBJ link within Brio which has allowed me to show the team name against the agent. I don't fully understand it myself, but it works.

Thanks Tony, you inspired me!

One thing though. You mentioned setting up an additional OCE file. I don't know how to do this, but it would be really useful as I need to report on the agent by skill and I have no idea where to start. Would you email me your contact details & I could ring you perhaps?


Phil

[Tony Tillyer]

Sent you a mail, Phil did you get it?