Calls are not counted correctly by CCP for VQ

[victor]

Hi,

guys, I am between a rock and a hard place. It is totally my own fault, but somehow I have missed this and I need a quick fix around.

here is the problem in a nutshell.

We have 20 sites with total of 100 floors and close to 400 units altogether. When call is routed, we need to see the call stats on Site, Floor and Unit levels.

So, it was agreed to do the following:

I have three different levels of queues, one is VQ_Site, another is VQ_Floor, and third is VQ_Unit.
We have two VAGs: VAG_empty (dummy VAG with no agents), and then VAG_skill_H, VAG_skill_M and VAG_skill_L.

The strategy flow is:
1. Pass call through VQ_Site with VAG_empty (0 seconds)
2. pass call through VQ_Floor with VAG_empty (0 seconds)
3. pass call through VQ_Unit with VAG_empty (0 seconds)
4. pass call through VQ_Site with VAG_skill_H (1 second)
5. pass call through VQ_Site with VAG_skill_M (1 second)
6. pass call through VQ_Site with VAG_skill_L (1 second)
7. route to default

As you might have already imagined, the problem is because we are using VQ_Site when we actually route the call (step 4 through 6) the call stats (# of answered, # of abandoned, etc) show up for VQ_Site but not for VQ_Floor and VQ_Unit.

We are using the Selection Object in IRD instead of my favorite bit lower-level SelectDN/Route. Is there a quick way to make sure that the count is also shown on VQ_Floor and VQ_Unit without re-writing the strategy? I think the problem is that StatServer does not realize that it needs to tie agent events for VQ_Floor and VQ_Unit as well, because the final routing icons specify VQ_Site and not them.

Help.





URS: 7.6.100.05
S/S: 7.6.100.02
T/S for Avaya:7.6.008.01

[victor]

Ok, first I thought that Origination DN would do the trick, but registering all of VQs under VAG did not help.

So, I ended up creating a ClearTarget Stat with KVP filters to distinguish between Diverted, Answered and Abandoned.

[TotalCallsCleared]
Category = TotalNumber
Formula = DistByConnID
MainMask = CallCleared
Objects = Queue, RoutePoint
Subject = DNAction

Since call leaves the queues and Cleared event is raised, we could then increase the count for the queues that StatServer has trouble associated with the correct VAG. Problem solved! (for now)

[Fra]

If steps 1-3 are implemented via a peg-followed-by-a-clear VQ, then there is no chance you will see any other stats than CallCleared against those VQs.

In order for you to see on VQ_Floor and VQ_Unit the same stats which show up on VQ_Site, you will have to try to let calls queue up on VQ_Floor and VQ_Unit whilst they are looking up for a target.

Fra

[smile]

Victor, take a look to one crazy solution from me
you can send any request for event from strategy, thus send event queued before selection and eventdiverted after (from green port). This can help you generate other than "cleared" events on floor and unit queues. i can look for similar samples if you'd like it...