" /> Simple Target Selection Question - for Genesys ICS 6.5 - Genesys CTI User Forum
« previous next »
Pages: [1]   Go Down

Author Topic: Simple Target Selection Question - for Genesys ICS 6.5  (Read 5610 times)

Offline meldridge

  • Newbie
  • *
  • Posts: 6
  • Karma: 0
Simple Target Selection Question - for Genesys ICS 6.5
« on: September 17, 2012, 10:17:54 PM »
Advertisement
I have been administrating an ICS 6.5 platform for years, but I have never actually witnessed the following scenario until today while building a VRP for a small set of new users. Here is what I have:

Skills based routing with a single skill, single VRP, single strategy. The select object selects targets based on Skill with a statistic of max(StatTimeInReadyState). Three agents log in and enter a Ready state in the following order: Agent1, Agent2, Agent3. When the first email arrives, naturally it is routed to Agent1, who handles it and returns to a Ready state. When the second email arrives, I would expect it to route to Agent2, since that agent's StatTimeInReadyState should now be the greatest of the three, but instead the second email routes to Agent1 again. 3rd and subsequent emails behave in the same way.

My question: why arent the emails routing in a round-robin fashion based on which agent has been ready the longest as the statistic would imply?
Logged

Offline cavagnaro

  • Administrator
  • Hero Member
  • *****
  • Posts: 7641
  • Karma: 56330
Re: Simple Target Selection Question - for Genesys ICS 6.5
« Reply #1 on: September 17, 2012, 10:35:45 PM »
Simple question:
StatTimeInReadyState is measuring Actions or Status. If measuring Actions then would explain it, change it to Status monitoring and should be fine.
Logged

Offline meldridge

  • Newbie
  • *
  • Posts: 6
  • Karma: 0
Re: Simple Target Selection Question - for Genesys ICS 6.5
« Reply #2 on: September 17, 2012, 10:40:27 PM »
How do I determine which it is measuring?
Logged

Offline kubikle

  • Full Member
  • ***
  • Posts: 140
  • Karma: 7
Re: Simple Target Selection Question - for Genesys ICS 6.5
« Reply #3 on: September 17, 2012, 11:03:12 PM »
Might be URS is available (covering first 3 calls all routed to Agnet1)? Also what is URS version?
StatTimeInReadyState you are using - is that one of predefined statistics in IRD?
Logged

Offline cavagnaro

  • Administrator
  • Hero Member
  • *****
  • Posts: 7641
  • Karma: 56330
Re: Simple Target Selection Question - for Genesys ICS 6.5
« Reply #4 on: September 17, 2012, 11:58:04 PM »
[quote author=meldridge link=topic=7431.msg31779#msg31779 date=1347921627]
How do I determine which it is measuring?
[/quote]
See the Stat definition on IRD (screenshot maybe?)
Logged

Offline meldridge

  • Newbie
  • *
  • Posts: 6
  • Karma: 0
Re: Simple Target Selection Question - for Genesys ICS 6.5
« Reply #5 on: September 18, 2012, 12:05:10 AM »
From IRD...
Name: StatTimeInReadyState
Type: Predefined
Category: CurrentTime
Subject: AgentStatus
Filter: Blank
Access: RHD
Logged

Offline cavagnaro

  • Administrator
  • Hero Member
  • *****
  • Posts: 7641
  • Karma: 56330
Re: Simple Target Selection Question - for Genesys ICS 6.5
« Reply #6 on: September 18, 2012, 12:28:07 AM »
[quote author=meldridge link=topic=7431.msg31782#msg31782 date=1347926710]

Subject: AgentStatus

[/quote]

Well then it should be ok...strange. check URS and StatServer logs. Probably you will find something there
Logged

Offline meldridge

  • Newbie
  • *
  • Posts: 6
  • Karma: 0
Re: Simple Target Selection Question - for Genesys ICS 6.5
« Reply #7 on: September 18, 2012, 04:50:27 PM »
I find several instances of the following in URS log:

_M_I_006a02151c2b5086 [smGetStatObject] ask statistic StatTimeInReadyState@StatServer <request= 4756, status= 1> for 099001656
====================== Target Information =====================
Target Name    < 099001656 >
Target Location < StatServer >
Target Type    < A >
STATE MAPPING INFO - STATISTIC < ##state >:
Stat Server Statistic: NOT available
Modelling Statistic  : NOT available
STATISTIC < StatTimeInReadyState >
==============================================================

So it looks as if that statistic is defined in URS but not in StatServer. Any idea what the correct definition should be in StatServer?
Logged

Offline cavagnaro

  • Administrator
  • Hero Member
  • *****
  • Posts: 7641
  • Karma: 56330
Re: Simple Target Selection Question - for Genesys ICS 6.5
« Reply #8 on: September 18, 2012, 06:28:25 PM »
[StatTimeInReadyState]
Category = CurrentTime
Subject = AgentStatus
MainMask = CallWaiting
Object = Agent
Logged

Offline meldridge

  • Newbie
  • *
  • Posts: 6
  • Karma: 0
Re: Simple Target Selection Question - for Genesys ICS 6.5
« Reply #9 on: September 18, 2012, 07:15:09 PM »
StatServer doesn't seem to like the

  MainMask=CallWaiting

Is it possible that this should be

  MainMask=WaitForNextCall

instead?
Logged

Offline cavagnaro

  • Administrator
  • Hero Member
  • *****
  • Posts: 7641
  • Karma: 56330
Re: Simple Target Selection Question - for Genesys ICS 6.5
« Reply #10 on: September 18, 2012, 08:13:02 PM »
Oh yes, sorry for  my mistake. That is the one
Logged

Offline meldridge

  • Newbie
  • *
  • Posts: 6
  • Karma: 0
Re: Simple Target Selection Question - for Genesys ICS 6.5
« Reply #11 on: September 18, 2012, 11:24:36 PM »
It appears that my problem is solved! Thank you so much for the help, Cav!
Logged
Pages: [1]   Go Up
« previous next »