VOICE_REASONS table is a new in 7.2. Genesys claims that can be used only in conjuction with Informart but
I don't see any issues running reports directly from the table.
If the agent's desktop application attaches ReasonCodes to the NotReady request, the kvPair attached and the
duration of the status will be stored in the VOICE_REASONS table.
One thing that I have noticed is that if more than one kvPair is attached to the TReasons structure, a record per
kvPair is stored in the table. Something to keep in mind to avoid double reporting.
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[quote author=merlin_abacus link=topic=1766.msg5601#msg5601 date=1154391728]
[quote author=Eisa link=topic=1766.msg5593#msg5593 date=1154338605]
I've found a new table in Stat-server 7.2 and i'd like you to know about.the VOICE_REASONS table
which holds the not ready reasons for the agent and can be a very good reporting table for agents productivityu and time utilization.
tables contains the following columns
[font=Courier] ID NUMBER(20) NOT NULL,
DN_DBID INTEGER NOT NULL,
PLACE_DBID INTEGER NOT NULL,
AGENT_DBID INTEGER,
IS_HARDWARE INTEGER,
DN_STATE INTEGER,
WORK_MODE INTEGER,
REASON_KEY VARCHAR2(255 BYTE),
REASON_VALUE VARCHAR2(255 BYTE),
START_TIME INTEGER NOT NULL,
END_TIME INTEGER NOT NULL,
DURATION INTEGER NOT NULL,
START_TIME_LOCAL VARCHAR2(50 BYTE) NOT NULL,
END_TIME_LOCAL VARCHAR2(50 BYTE) NOT NULL,
APP_DBID INTEGER NOT NULL[/font]
I hope you find it useful as i did
[/quote]
Can someone please make sense out of REASON_KEY and VALUE?
Under what circumstances would this table be useful?
[/quote]
