Author Topic: RRequestedSkillCombination in CCON  (Read 4748 times)

Manas

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RRequestedSkillCombination in CCON
« on: November 27, 2007, 05:42:53 AM »

I see RRequestedSkillCombination KVP column in EVREFEX table of call concentrator.I know this is a KVP that gets attached by URS.Can anybody tell me more about the value that gets populated in to this column by router.In  CCON DB  i see only null values being populated in to this column.I would also like to know about the other such  KVPS that URS populates in user data section  i.e -

RTenant,RRequestedSkillCombination,RStrategyName,RTargetRuleSelected,RTargetObjectSelected,RTargetTypeSelected,RTargetAgentSelected,RTargetPlaceSelected

Is there any good document on Genesys site that i can refer .I did not find anything in URS reference manual though.


Thanks

Offline René

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Re: RRequestedSkillCombination in CCON
« Reply #1 on: November 27, 2007, 07:00:19 PM »
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  • Hi Manas,

    The keys populated by URS are described in "Universal Routing 7.5 Reference Manual" - see description related to configuration option "report_targets".

    BTW That URS options has to be set to "true" otherwise the keys aren't attached to a call. That could be a reason why you see nulls in ICON database...

    René

    manas

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    Re: RRequestedSkillCombination in CCON
    « Reply #2 on: November 28, 2007, 05:03:50 AM »
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  • Hi ,

    The option  "report_targets" is set to  "True" in our environment and i see values in CCON  for all other KVPs that i have mentioned above. I just don't see values for  RRequestedSkillCombination . I checked the URS 7.2 reference manual and could not find  RRequestedSkillCombination  in  the description of "report_targets " option. Does this mean that its not a valid KVP to configure in CCON ?


    Manas

    Offline René

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    Re: RRequestedSkillCombination in CCON
    « Reply #3 on: November 28, 2007, 06:06:48 AM »
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  • Hi,

    I found a solved ticket (Genesys Solution Search, solution#1-159879786) saying that the key "RRequestedSkillCombination" isn't attached even "report_targets" options is set to "true". It's necessary to use IRD function "FindServiceObjective" or attach that key manually using "Attach" function.

    Hope it helps you

    René

    manas

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    Re: RRequestedSkillCombination in CCON
    « Reply #4 on: November 28, 2007, 05:26:09 PM »
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  • Hi ,

    We are not attaching this particular KVP using attach/update function in our strategies  .  But i am not sure how one can use "FindServiceObjective" function to attach the same. We do use it in our strategies and my understanding is we can use it to attach following 4 KVPs in user data section of the interaction only  -  Customer Segment,Service Type,Media Type and Service Objective  if  report_targets  option is set to "true" .


    Manas

    Offline René

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    Re: RRequestedSkillCombination in CCON
    « Reply #5 on: November 29, 2007, 05:51:12 AM »
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  • Manas,

    The keys RRequestedSkillCombination, CustomerSegment, ServiceType and ServiceObjective aren't automatically attached to a call even with the option "report_targets" set to true. You have to use the function "FindServiceObjective" and/or the object "MultiAttach" to attach the keys.

    You can find the same information in Genesys Info Mart 7.5 Deployment Guide.

    René

    manas

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    Re: RRequestedSkillCombination in CCON
    « Reply #6 on: November 29, 2007, 10:27:01 AM »
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  • Hi Rene ,

    What i had stated earlier is that we do use "FindServiceObjective"  to attach following KVP - CustomerSegment, ServiceType and ServiceObjective .But i am not sure if we can attach RRequestedSkillCombination KVP using this function. The only way now i see this KVP being populated in CCON is by using attach/update function and explicitly attaching this and to expose this data set report_target to true.

    Thanks
    Manas