Scripts for reason table

[Alan H.]

I am new to genesys + brio and i would like to ask everyone about reason table for statserver.

I found a posting about reason table filled by statserver in g7.2. Can someone please make a Brio template that will show operators reason codes per call as well as total count of reason codes per agent group per day? Is it possible? Thank you very much!

  Alan H.

[Scottyjohn]

Hi Alan,
The table I think you are refering to is the STATUS statserver table?  This is an optional table that can be enabled through a statserver option.  So to enable it, you have to create the tables in your DB instance and then activate the status-table option in the statserver options.  I think the recommendation is that you create a seperate Statserver instance for collecting this data?

After that, the data is then available to be queried by Brio or any other tool.  The data is recorded per agent object so you cant do an agent group report without some advanced SQL with joins in your config DB.  This is a basic query to pull the employee_ID and status and time of change....

SELECT CFG_PERSON.EMPLOYEE_ID, STATUS.STATUS, STATUS.STARTTIME, STATUS.DURATION, STATUS.ENDTIME
FROM CFG_PERSON INNER JOIN STATUS ON CFG_PERSON.DBID = STATUS.AGENTDBID;


Hope this helps

[SomeoneOutThere]

The VOICE_REASONS table contains the history of hardware and software reasons for each agent to change or continue the Ready and NotReady states and the AfterCallWork work mode when handling voice interactions. (Hardware reasons are reported by the switch whereas software reason are established at a software level by a request from a software application, such as an agent desktop.) Stat Server retrieves reason information from EventAgentReady and EventAgentNotReady for a DN that is assigned to a place and that has a logged- in agent. Stat Server inserts reason records into the table retroactively, which means that a record is created only after the reason value or work mode has changed, or the DN state associated with the reason has ended. The data from the Stat Server's VOICE_REASONS table is not available for custom reporting off the Stat Server database directly. Therefore, no description of the VOICE_REASONS table structure is provided in this guide. The reasons data is available to users of Genesys Info Mart release 7.2 and higher. Refer to the Genesys Info Mart 7.2 Operations Guide for information about reasons data in the Info Mart database.

StatServer Option

Option: voice-reasons-table

Description: Specifies whether Stat Server stores the reasons for agents to change or continue

Ready and NotReady states and AfterCallWork work mode. If this option is set to yes, Stat Server writes the reasons records directly into a database table called VOICE_REASONS.
Option: voice-reasons-table

Default Value:

no

Valid Values: yes, no

Changes Take Effect: When Stat Server is restarted

After you have this table populated, you can create Brio reports off of it.

[Alan H.]

ScottyJohn - thanks! This is exactly what I need. But your post says that one needs an InfoMart to get it? I don't get it. statserver does not write into DB directly and uses datasourcer to supply it with the reason code? I only have datamart so what do I do? Can this be done with datamart?

[Haldane]

Alan,
  StatServer writes to the DB directly via the DB server if you have it configured. You need to turn these tables on i.e in the statserver config set status table = true.