Custom outbound disposition in CCPulse+

[siddharth.taneja]

Hi,

We have defined custom disposition codes for the calls in outbound campaigns. We require monitor real-time the disposition of the calls through CCPulse+.

Is there a way of monitoring the custom dispositions through a new stat?

Thanks in advance.
Siddharth.

[victor]

What is "Custom Disposition"? Custom state?

[siddharth.taneja]

By disposition I meant, what agent can select as a result of an outbound call. For example an outbound call may result in a sale, or the customer may ask to call again...

There are few of these available in Genesys, however we have created few on our in our CRM. We need a way to get update on these dispositons in CCPulse as we get for deafult disposition.

[Dionysis]

This should be quite straight forward.

You will need to create filters in Stat Server and then use those filters in a CCPulse template.

[cavagnaro]

I don't think it is possible to use stat filters with KVP for outbound stats, tried until version 7.2 and no success.

[siddharth.taneja]

Please elaborate a bit on how to go by creating the stat filters.

We have 7.5, so it might work.

[Dionysis]

You would need to add attached data using the desktop application.  Eg. update user data with "Call Result = Sale"

Then use a Pair exists filter in Stat Server.

That should cover it.

[cavagnaro]

Dont confuse that "Call Result" with the call_result of the formats.

[natlonehat]

I think Dio meant call outcomes, not call results.

We ran something similar on our outbound campaigns afew months ago, for real time sales  conversions, etc, team leaders/ managers could customise pulse views themselves,

[Jawad.abid]

I assume Sidhat it's still confusing for you. I'll give you an example.

When you disposition your call, use "Attach" Function to attached those values within call, you can easily pick these dispositions in stat server which can show you in CCPulse likewise.

In statserver, you'll have to add filter with exactly this format.

Filter name can be disposition1 and value PairExists("key","value")

Now as an example with data in it value should be PairExists ("Masterworkcode"."General Inquiry")

Next part is to see correct number of stat type with this filter. So if you want to see calls stat with this filter you should look at Total inbound calls stat or Total answered calls etc.

In Template wizard, select total calls stat and click edit, in filters option, select this filter and press next, finish to activate.

You must restart your ccpulse application to take affect.

For further reference, please see Framework Stat server user guide and CCPulse Administrator Guide from Genesys tech support website.

Let me know if it's helpful.

Thanks and Regards,
Jawad

[cavagnaro]

MainMask = User Event, that is interesting, how can you define that? Can you explain a little bit further? How is the metric defined?

[natlonehat]

Had drop down list on GAD on Custom tab, agent selects business outcome in drop down list and hits Mark Done to complete interaction ---user event, which takes value in drop down list (call_outcome) and write to table in calling list.

[siddharth.taneja]

Jawad...you ROCK..

Thanks buddy.

[cavagnaro]

Nice.
But how did you defined the stat type on StatServer?

[ecki]

You put UserEvent in to main mask. Check in DMA.