Inbound, Hold and CCA on Avaya

[Vic]

Hi, guys,

I was wondering if I was the only one who was having problem with double count in CCA and CCP for calls that are placed on hold.

For some inate reason, Total_Calls_Inbound, Total_Calls_Outbound, Total_Calls_Internal are defined with AgentStatus and it is wreaking havoc on our reporting.

Whenever you have a call put on hold, the count for the call is incremented by one. So, if you agent receives a call and he/she places this call on hold three times, the number of calls handled by this agent is shown as 4 and not 1 in standard Brio templates.

The reason for this is that Total_Calls_Inbound is using AgentStatus as opposed to DNAction with DCID. Does everyone modify their Total_Calls_XXXXX from AgentStatus to DNAction in order to get the correct count or am I doing something totally wrong?!!!

I am using G7.1 and Avaya (you can recreate the problem even with the simulator )

Thanks in advance!

[Short]

Hi,

Add DCID for AgentState, this will solve the issue!

[Rebecca Smith]

1) DCID is supported ONLY for DNAction subjects.
2) Extracting from "Reporting Technical
Reference Guide" ;
CCP and CCA use different formulas for the number of Inbound calls.

CONTACT CENTER ANALYZER uses Total_Calls_ Inbound , which has the following default configuration;

• Category: TotalAdjustedNumber
• MainMask: CallInbound
• Object: Agent, Place, GroupAgent, GroupPlace
• Subject: AgentStatus

CCPULSE+ uses TotalNumberInboundCalls, which has the following default parameters:

TotalNumberInboundCalls
• Category: TotalNumber
• MainMask: CallInbound
• Object: RegDN, Agent, Place, GroupAgent, GroupPlace
• Subject: DNAction
• Formula: DCID (Distinguish by ConnID)

[Vic]

Hi, Rebecca,

thank you for your note.

But, if we use statistics as you have described, they would return double count for all calls that were put on hold.

Please try it and tell me if you have this problem or not:

1. Place an outbound call (or inbound)
2. Place the call on hold/retrieve.
3. Repeat #2 ten times so that it will be easily identifiable later on and avoid any misgiving about how many calls you might have placed there.
4. Look at Brio report for that hour later on, and you will see that the agent is shown to have handled inbound call+number of times the call was put on hold (thuss 1+10= 11), and not 1.

I cannot figure out why we have to change all the statistics related to this. It is just too weird and I wonder if maybe our environment is not set correctly.

Any help would be greatly appreciated.

[Rebecca Smith]

Vic, dont worry! There is nothing wrong with your environment. This is a normal behaviour because the statistics are calculated in this way. Please read the section I mentioned before.

Have you tried TotalNumberInboundCalls (DNAction + DCID) in CCPulse? Number of inbound calls should not be increased despite retrieving the call from hold.

May be, you should try to create another report layout (in DMA) in which you create a field based on TotalNumberInboundCalls (DNAction + DCID).
Please let us know the result.
Best wishes,

[Vic]

Hi, Rebecca,

thank you for your follow up.

[ranting for the next three paragraphs]

I mean, but this is so goddamn stupid!
We are talking about all of Avaya users out here required to modify all of their call elated statistics from AgentStatus into DNAction and DCID just in order to get the correct count of calls.

Not only does it mean that we have to modify the StatServer section, but CCP template and DMA template and we still have no clue how it will affect the rest of the stats.

I have never heard of call center that would want not have a problem with having a double or triple or tenfold count for calls handled by agents, especially if they are charged percall.

And to change that, we need to modify all those things and test it and test it and test it...

What was Genesys thinking when it came up with this simply ridiculous idea???

Now that the steam has been vented, I was wondering if there are any other Avaya users who have ran into a similar problem. After all, at least 30 percent of U.S. market should be Avaya...

[canwego]

Can any one please explain why this problem exist on AVAYA, and where information on DNAction and DCID is located in Genesys documentation.

Cheers

[cavagnaro]

Oh boy, this topic has more than 5 years...doubt any answer of even if still exists on current versions

[canwego]

Unfortuantely it exist. Agents put a customer on hold from Internal/Inbound/Outbound and the call count increases as stated in previous post. I am trying to understand what DCID is and DNAction options ,what do they do ?

Cheers

[cavagnaro]

DCID = Distinguish By CONNID (Check StatServer guides)
DNAction = An action and not Status on a DN.
Again, check StatServer guides.
Basically your DN can do many actions at once but only the most precedent of them will be the status

[Grand_Master]

Yeah.  There's a related KB article:

To avoid the calcuation of inbound calls twice or more in the scenario use the Formula values in the following format: Formula = DistByConnID for the corresponding statistic TotalAdjustedNumber by adding it in statistic definition in StatServer by CME.