CCPulse reporting

[Jake02]

I got agent, skill and queue level based reports and all of them doesn't match. Please help

[tony]

Firstly, I don't think I've ever got them to match completely, either - so it sounds like something completely normal, to me... lol

A few things to think about, first;

Why are you comparing these statistics?  What is the primary purpose of getting them to match?
Which statistics are you comparing? TotalInbound? TotalEntered? TotalDistributed? TotalAnswered? TotalTransferred? Have you included TotalAbandoned and TotalUnknown..?
Which Objects are you comparing? Agents (or Agent Groups), Skills (or Groups of Skills), Queues (or Groups of Queues)...? You may well be trying to compare apples with pears unless your configuration (Agents with X Skills, Queues based on Skills, etc.) is absolutely spot on and does not change during the reporting period.
What are you using to report from?  Just CCPulse+? or perhaps sometihing from CCA? Or maybe some Infomart reports? Or even WfM...? Something else...? If you are mixing and matching your reporting tools they will not be comparable, for various reasons...

Tony

[Jake02]

I am not that familiar with CCPulse since its a new tool for me and pretty much got used to CMS for historical reporting purposes. Do you have any kind of training material that I could use on how to generate reports with accurate results?

[tony]

Jake,

Perhaps my question is still relevant - are you comparing CCPulse+ results with CMS..?  The 2 are not comparable...

As a simply rule of thumb: Decide what Objects you want to compare (Agents, Queues or Skills), decide which medium you want to use (Genesys or other system), decide which statistical definitions you want to compare and then produce your results for comparison.  Do not mix and match - and always keep in mind that some Objects (particularly Skills) may have been updated by System Administrators, at some point during the reporting period.

After you have decided which components to use - keep the same reports...  Do not change them in any way otherwise you will always be asking the same questions about comparisons and never come up with a satisfactory answer.

If you want to take a look at the basics for CCPulse+ and CCA, you could take a look at my [i]Rough Guides...[/i] - or you should obtain the Admin/Deployment documents from Genesys, directly.

I hope this advice helps you..?

Tony

[guest]

What are the genesys reporting tools you are using - CC Pulse ,CCON ,ICON ,CCA,GIM ? Each has it's own purpose and way of reporting data. We had a similar scenario when we moved to Genesys . We had a process where we identified our top metrics for agent/DN and virtual queues .Then we used CMS reports as base system to compare with GIM reports for agent /DN  and Qinfo table in stat server as base system to compare with GIM reports for virtual queues . Discrepancy analysis finally led to many configuration correction /change in CME  , option changes or hidden option enablement in T-server/ URS/ CCON /GIM , several bug fixes in t server ,ccon ,URS and GIM.

[Jake02]

Currently using CCPulse+ tool for reporting. I'm no longer trying to compare it to CMS coz definitely it would give me inaccurate results but I am also trying to figure out is that how come agent level reporting, skill reporting and queue reporting doesn't match. Any particular reasons why? Is it true that the hold time is included in the acd time for queue reporting? I am also the end user of the tool and this makes me a non tech person.  Your assistance is greatly appreciated.

@Tony - Thanks for the help! I will take a look at it during my off time. 

[tony]

Again, it depends on which statistics you are comparing.  If you give us a list of what you are looking at for each Object type (Agent, Queue, Skill), then we can explain the differences between them - if there are any!

Also, it is possible to create your own statistics and give them names to make them look like standard statistics - you may think you are looking at TotalTalkTime, but the composition of the statistic may include or exclude some of the statistical components which make up this stat-type.

So - if you have some particular stats in mind, could you please copy out their composition, as displayed on the relevant StatServer, from within CME?  In that way, we can help you to understand what you are looking at - and also why there are differences in each one.

Tony