Brion and Agent grouping

[cghera]

Hello,

This is my first post here and I am hoping for some help on a reporting issue I have on Brio - Hyperion Intelligence Epxlorer.

I want to create some reports that extract statistics for persons (agents) that are members of specific groups. Let's say for example for the simplest version that I just want to show which persons are members in which groups.

I Use Hyperion and join three tables. O_AGENT_NOAGG O_GROFAGGS_NO_AGG and OBJ_TO_OBJ. I join these 3 tables using the object ids using as parent id the AgentGroup and child the agent. I also give to all tables a limit for delete time to be null so I can see only the active memberships.

My problem is that in specific groups I see persons that do not exist and also some persons that do exist, do not appear in the report. In other words what I see in the configuration manager is not displayed correctly in Hyperion. I know I can use config database to find who is member where but if I want login times or talk times only datamart has these numbers. And Datamart seems not to match the agent memberships of config.

Other stats (if for example choose only persons and not groups) come normally but in order to bypass the group membership problem I have to either select persons manually or make strange javascripts that add usernames in the custom limits based on exported files from config db.

Question number 1: Why could Datamart not have consistent data for group memberships? Where should I look?

Question number 2: Is there a way to connect simultaneously in 2 db's in a  hyperion report so I can use the config base for correct group memberships and datamart for stats?

[cavagnaro]

The CCA contains historical data not realtime, meaning that if an agent some day belonged to an agent group it will be still available as link, even if he no longer exists or is attached to that group.
What will need to do is to point to cfgserver database BUT at your own responsability and remember that one agent can belong to many groups and that virtual agent groups have no readable associations as it is StatServer who does the building on-line

[cghera]

I want to see all the groups that the agent belongs to. I have no Virtual Groups. If I point to cfgserver how will I get the login times or talk times?

I dont want realtime values anyway. I just need to see yesterdays stats for the agents that belong to a specific group. These groups memberships do not change and even if they do I want historical values for the current group memberships.

I dont understand what you say about the link

[cavagnaro]

No, cfgdbserver doesn't has any statistical data.
Maybe what you need is to refine your stats. If you want to know which time the agent spent answering a call from each agent group he belongs I would do new stats with filters. I believe then your problem will be more easy.

[tony]

A couple of things;

1. A suggestion: Did you create your Agent Group specifically for Reporting?  If not, you might want to think about it, since those values (an Agent in a specific Reporting Agent Group) rarely change.  If you are using an Agent Group that may change, due to routing requirements, it will always be a little difficult to "pin down" an Agent to that type of Agent Group...

2. Some advice: Using the Object to Object mapping can slow down a Query in Brio.  Use some restrictions on the Tables, so that it will run faster;

On your O_AGENT_NOAGG Table, [b]if [/b] the Field exists; [i]Limit [/i] on the Field named [b]Object_Type_ID [/b] to "0" (Agent)
On your O_GROFAGGS_NO_AGG Table,[b] if[/b] the Field exists; [i]Limit [/i] on the Field name [b]Object_Type_ID[/b] to
"2" (Agent Group)

Or

[i]Limit [/i] your Obj_to_Obj Table to "0" (Agent) AND "2" (Agent Group) in the [b]Object_Type_ID[/b] Field.

I hope these help?

Tony

[René]

Hi

[quote]Question number 1: Why could Datamart not have consistent data for group memberships? Where should I look?[/quote]

DataMart is consistent but you should take into account the fact that you're working with historical reporting database. It means that any changes done in the past have to be stored/recorded. If you check structure of the table "OBJ_TO_OBJ" you'll find there two columns "ADD_TIME" and "DELETE_TIME". Using these you can make a query that return list of agents belonging to particular agent group for selected period. Query without limit returns list of all agents that have been members of this group even in the past.

Hope it help you
René

[cghera]

As I said I am using delete time as null so I can see only the latest group memberships, so I am not interested to see when specific users where in a group but what is currently the memberships. I am also willing to wait for the next day without making any changes so all the updates are in datamart. However in specific groups I see persons that existed months ago. I also have no problem of performance when using OBJ_TO_OBJ so I need not choose object types, even though this is a good performance trick that I may use later.
My question is again
When linking Agents_noagg with obj_to_obj and then to grofags_noagg should I not be able to see the current memberships? (supposing I made no changes for agents or groups for a day, and for all 3 tables delete time is limited to NULL)
If after all and with no changes in the last day a specific group shows wrong memberships what do I do?
The links may exist for deleted agents but I just want the latest active memberships. I can wait so they become historical values.
Sorry for not answering fast but sggu.com is blocked in the work premises (oh yes forums are not allowed...) and I send posts only from home.

[tony]

Can you please send a screen capture of your Brio/Hyperion Query, showing the connections/realtionships between the Tables you have specified?  You are correct that it should display all Agents in an Agent Group, if nothing has changed recently but it also depends on how you have built your Query...

One thing concerns me is that you have not specified which Stat or Time Tables you are using - could you please include those, with the connections/relationships shown on the Query screen capture, too..?

Tony

[cghera]

Here is the query.
I have added no stat tables. I would like to get stats for the persons I see (limiting to specific group) for login times on previous days of week for example. Limiting on specific groups however shows me less persons than actually appear in the group in config manager (no changes in the group for at least some days) and also see persons that were removed from the group months before.
What seems to me is that datamart has a specific moment in the past (don't know exactly when)

Delete times are limited to null in all tables (you cannot see it in all but the limits are there)

[tony]

Aha!

You should be using your [b]Object [/b] Table to look up Parent/Child items through the [b]Obj_to_Obj [/b] Table

Take a look at my attachment - it returns Statistical results for Agents, based on the Agent Group entered.  Tables on the Left are Agent Group Objects and Stats and Tables on the Right are Agent Objects and Stats.

It also constrains the Query to Object Types for Agents only (on the Right Hand Side table - [i]Object_Type_ID = 0[/i]), which speeds up the Query because it is only looking for Agents as Object in that Table, based on the Agent Group - it excludes all other Object Types (Queues, Route Points, etc.). This is particularly useful since the Object Tables contains 10/100's of thousands of entries and it can take quite a while if you do not constrain it.

- It's also a pretty symmetrical shape, isn't it...?

Merry Christmas!

Tony

[cghera]

So the wrong thing is that I should not have used o_agent_noagg and o_grofags_noagg but instead the object table.
Ok I will try it out today and tell you about the results.
Merry Christmas!

[cghera]

Well, sorry to tell but I tried your tables and connections (2X object each one with different object type , and obj_to_obj to connect them) 

Limiting the group to a specific one to see which agents are members I get the wrong ones, which are same as the ones I got with agent_noagg and grofags_noagg

Well I kind of solved in a different way , made new query new connection to config db got the agent/group memberships and used the results in my other query.
However I can't understand why this happens.Wrong query or data problem?
Merry Christmas

[tony]

I don't understand that, either...  I would warn you that connecting to the Configuration Tables may/will cause you problems, since access should be restricted to those items.

I can only assume that there is something wrong within the configuration of your reporting solution, if the object to object table is not showing the same Agent Group>Agents as the Configuration Tables...

Without a full export of the Obj_to_Obj Table (if it is possible???), it would be difficult to determine the root cause of the problem.

Perhaps you need to take the next step and raise the issue with Genesys...?

Wie auch immer, Frohe Weihnachten!

Tony

[cghera]

What is all this issue with querying the config DB. Is a query to these tables of the config so disastrous?
The datamart seems to not showing actual results regarding objects. This is my earliest thought. Exporting the obj_to_obj how would help?
Thank you

[tony]

Access to the Config database should be avoided, since any discrepancies can potentially invalidate your whole environment.  Accessing the Tables/Rows directly can also lock them out to any other Application and this can cause failure.

If you can run the object to object Query on it's own (with no stat Tables associated) and get the right results, then the problem must be elsewhere.  The reason I suggested exporting the Object Table is to see if running a Query on the Table "stand alone", through some other tool (not Brio) would show the same results.

You don't have to export the Table - it was just a suggestion... If you have SQL Query Analyser, or TOAD or something similar (even MSAccess...!), can you try the object to object Query again and see if you get the same results?

Tony