Total Outbound Record Count in CCP/CCA

[Eugene]

Hey guys, any possibility here or is ICON IDB and the actual Outbound database my only option.  I've search the Genesys KB and some ticket says statserver can't get # of call records on campaign/calling list, but it was a 2004 ticket.

Thanks,
Eugene

[cavagnaro]

I don't understand, translating, do you need the Records Left for dialing? If so the ticket you found works but applied to the Campaign

[Eugene]

Ah sorry my bad english:

[color=red][b]Solution #:  138652
Summary:  How to Get some specific Outbound Statistics.
Problem Description:  We need to display on CCPULSE the following calling list information:

Total Records in the list
Total records with chain_n=0
Total Records scheduled pending
Total Records Answered today with chain_n=0
 
Solution:  It is currently not possible to get statistics on call records. Please see the attached StatServer User's Guide for additional information on what Outbound Statistics that StatServer can record. Also, Filters on Campaigns do not work, the following is from the StatServer User's Guide.

Note: Stat Server ignores filters that are applied to statistics having a Campaign subject.


Date Last Updated:  12/27/2004 00:00:00 [/b][/color]


Essentially I'm wondering if we can get the above stat?

[cavagnaro]

Uh well that answers a question i did have when applying filters to OCS data and never seemed to work, i believe it's because Genesys knows what OCS is doing by the Communication DN, so until now (3 years...) seems still no solution....what a nice sh*t

[eugene]

Typical of Genesys.  At any rate, I posted the question to genesys tech support to see if the now 3 years older statserver would solve this.

[cavagnaro]

Please let us know

[eugene]

A long winded No from Genesys.


[color=red]
Sorry for the delay in my response.
It looks like these are the only statistics avaliable on a calling list:
STAT COLUMN NAME
N_ABANDONED
N_ANSW_MACHINE
N_ANSWERS
N_BUSY
N_CALLBKS_COMPL
N_CALLBKS_MISSED
N_CALLBKS_SCHEDUL
N_CANCEL
N_DIAL_DROPPED
N_DIAL_MADE
N_DO_NOT_CALL
N_FAXMODEM_DETECT
N_NO_ANSWER
N_NO_RPC
N_PER_CALLBK_COMPL
N_PER_CALLBK_MISS
N_PER_CALLBK_SCHED
N_RECORDS_COMPLETE
N_SIT_DETECTED
N_SIT_NO_CIRCUIT
N_SIT_OPER_INTER
N_SIT_REORDER
N_SIT_UNKNOWN
N_SIT_VACANT
You would have to do a manual query on the calling list to get the total number of records in the list.  You may be able to create a fomula that would take that value and calculate the differencebased on the n_records_complete stat from above.
[/color]

eugene

[victor]

Hmmm, I wonder if there is another way... It is not really smart, but it should work - just do the calculations yourself and then attach it to the calls and then use CCP to show KVP.

I think if I find three hours or so today, I would be able to make it for you, unless some other generous sould would volunteer. 

[bublepaw]

Hi,

There is some way but I didn't figure it out yet - ICON can retrive this information by enquiring OCS direclty. If I have time I will try to install ICON and I will try to do reverse engineering of this protocol.

[victor]

Ok, I got my three hours so I am starting to dig in. 

[Seb Reeve]

Infomart has some new outbound-related reporting facts - do these supply this kind of info?

[cavagnaro]

Hi,

I do have this on my StatServer Reporting and this works. Does this works for you?

[CampRecordsCompleted]
Category=TotalNumber
Description=Total Number Records Completed for Campaign, Calling List and Campaign Calling List
MainMask=LeadProcessed
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

[CampRecordsLeft]
Category=CurrentNumber
MainMask=RecordsNotProcessed
Objects=CallingList, Campaign
Subject=CampaignAction

[Seb Reeve]

I tried the RecordsNotProcessed MainMask a while ago and found discrepencies in the numbers reported - how do you find this?

What versions of OCS / StatServer are you using?

Thanks!

[cavagnaro]

Hi, all my platform is on 7.2 now. Haven't tried on 7.5. What i found on 7.1 is that on Calling List level it didn't show anything, but on Campaign Level the data was there...
What do you mean that the numbers didn't match?
I found this on a Support Ticket on genesyslab. Tried ONLY at lab and worked, never was put on production yet.

[Seb Reeve]

Yes - tried this myself in the Lab - got data - but when I checked the number of records in the list using OCM it did not match the number shown in CCPulse.

Did you check the values were correct in your lab environment?