Reason Code Count

[koki]

Dear Genesys Professionals,

can you please help me with my problem?

I am using CCA to track agent performance. I built a filter in DMA on Reason and have modified by CCA template to show both "busy" count as well as breakdown for reason codes, which is very straightforward.

The problem is that the total for all reason codes is greater than the total number of busy count and it only happens in about 1 out of 10 groups. What is worse the groups where it takes place are always the same yet all of the agents receive calls sent by the same strategy.  What do you think the problem is?

[mark]

Koki,

Which states are you classing as 'busy'?

The reason codes, are they on 'not ready' state?

Mark

[victor]

[quote author=koki link=topic=1942.msg6470#msg6470 date=1165486986]
Dear Genesys Professionals,

can you please help me with my problem?

I am using CCA to track agent performance. I built a filter in DMA on Reason and have modified by CCA template to show both "busy" count as well as breakdown for reason codes, which is very straightforward.

The problem is that the total for all reason codes is greater than the total number of busy count and it only happens in about 1 out of 10 groups. What is worse the groups where it takes place are always the same yet all of the agents receive calls sent by the same strategy.  What do you think the problem is?

[/quote]

Koki,

it is a known bug in Genesys Stat Server where if you use softphone to logoff after setting agent reason code  and then log in again, the total number of reason code will be greater than than busy count.

I will provide you with a screen shot and instructions on how to reproduce the bug.

In meantime, have your agents set the reason code off before logging out.

Hope it helps,
Vic