QueueDBID is populated as 0 In login table

[Vaibhav Bansal]

Hi,

While querying for Login/Logout records for agents in Login table of Statserver database,
I see that QueueDBID in some Login and logout records is populated as 0.

Does anyone has an idea what this value "0" represents in QUEUEDBID Column in Login Table.

We see equal number of login(Status=1) and logout(Status=0) for these records.
Sometimes we have also noticed that there are two Login(Status=1) Records(QueueDBID=0, QueueDBID=151274) but only one logout(status=0) records (QueueDBID=151274)

EX: Part of login table
DNDBID  QUEUEDBID  AGENTDBID      STATUS    LOGIN
27844            0            11292              1          43361                                                                                                                                                                                                                                                         
27844          19600        11292              1          43361                                                                                                                                                                                                                                                         
27844          19600        11292              0          43361                                                                                                                                                                                                                                                         
27844              0            11292              0          43361 

PLease let me know what exactly this 0 represents in QueueDBID column.
Does it represents that Agent is loggin into some unmonitored Queue in genesys?

Thanks

[bcyk]

similar case was encountered in Avaya EAS environment.
Is Avaya EAS switch in your environment as well?

Extra QueueDBID = 0 records will be generated in following configuration
  1. Avaya EAS
  2. An agent ID is assigned to multiple skills (queues)
      - in Avaya EAS, group extension of skill (i.e., list hunt <--- skill = Y) is diallable DN
  3. group extensions (of skill hunt) are defined (i.e., monitored) as Queue DNs in Genesys CME

When agent logs in, multiple records (equal to number of group extensions associated to agent ID) will be generated

You may wish to check "skill" objects in target switch and "queue" DNs in Genesys CME; some meaningful patterns may be concluded.

[victor]

This is something you will have when you have a multiskill agent. Frustrating, I know.

[vaibhav Bansal]

Thanks for you replies,
But I do get this record even though my agent is assigned only one skill on PBX.
I am confused more as I see this record inserted in Login table only when I login using my Softphone.

When I use Hard-Phone directly , I get only one record populated with correct QueueDBID, but while logging out from Hard-Phone, again I see two logout records , one with QueueDBID=0 and other one with populated.

Also , I tried giving 3 skills to my agent out of which two are not configured in Genesys, I expected 3 login/logout records in my Login table when I login using Soft-Phone, but I see again 2 records for each.

The same is not there when I use HardPhone

PLease guide..

[bcyk]

Symptoms are "interesting...."

It is believed that you are working on customized Agent Login/Logout reports using LoginTable which is captured and written by Stat Server; standard CCA reporting does not include these reports.

What are current environment brand/versions?
      -> Avaya? CM 2.2/3.x/4.x? or other PABX?
      -> If Avaya, ASAI link 3 or 4?; otherwise, which CTI-link?
      -> Genesys T-server / Stat Server verision? 7.1/7.2/7.5?

.... it is suggested to raise a SR to Genesys Support if possbile; see if any useful feekback