Historical Reporting Login -- Skill set relation

[Campfire]

Hi All,

I am new to Genesys and please assist me with the below query:

We use Oracle EPM system for historical reporting and only one of the agent's login data is not captured by the Historical reporting system. When checked in the Tserver, the agent login event was sent to the statserver but none of his login data is shown in EPM system. Also,in the Datamart DB his login details are recorded fine and his real time reporting as well is fine (CCPulse).

[b]One thing I noticed while checking his CME profile was his profile was modified on the day this issue started by changing all his skillset values to 0 and this may sound silly but I wanted to know if the historical login stats has anything to do with the skillset of an agent?[/b]

Is there anything I am missing..

[font=courier]@14:58:36.8670 [0] 8.1.000.12 distribute_response: message EventAgentLogin
AttributeExtensions [53] 00 01 00 00..
'AgentSessionID' 'MM4AMDOA3D7N92ML42P5IDE5TG0286UF'
AttributeEventSequenceNumber 000000000086584b
AttributeTimeinuSecs 867000
AttributeTimeinSecs 1441177116 (14:58:36)
AttributeThisDN '7311087'
AttributeThisQueue '1064350'
AttributeAgentID '5335'
AttributeReason [2] 00 00..
AttributeReferenceID 476541
14:58:36.867 Trc 04542 EventAgentLogin sent to [244] (00000023 CIM_GPlus_4 10.127.181.234:63476)
14:58:36.867 Trc 04542 EventAgentLogin sent to [596] (0000004d Verint Recording 161.126.36.135:55633)
14:58:36.867 Trc 04542 EventAgentLogin sent to [600] (0000004b CIM_StatServer_Rtg_MY_APR_b 10.123.0.3:57060)
14:58:36.867 Trc 04542 EventAgentLogin sent to [588] (0000004a CIM_StatServer_Rtg_MY_APR_a 10.163.43.23:62353)
14:58:36.867 Trc 04542 EventAgentLogin sent to [584] (00000049 CIM_StatServer_Hst3_MY_APR_b 10.123.0.4:53487)
14:58:36.867 Trc 04542 EventAgentLogin sent to [720] (00000048 CIM_StatServer_Hst3_MY_APR_a 10.163.43.24:53578)
14:58:36.867 Trc 04542 EventAgentLogin sent to [640] (00000047 CIM_StatServer_Hst2_MY_APR_b 10.123.0.4:53449)
14:58:36.867 Trc 04542 EventAgentLogin sent to [604] (00000046 CIM_StatServer_Hst2_MY_APR_a 10.163.43.24:53550)
14:58:36.867 Trc 04542 EventAgentLogin sent to [628] (00000045 CIM_StatServer_Hst1_MY_APR_b 10.123.0.4:53437)
14:58:36.867 Trc 04542 EventAgentLogin sent to [644] (00000044 CIM_StatServer_Hst1_MY_APR_a 10.163.43.24:53538)
14:58:36.867 Trc 04542 EventAgentLogin sent to [672] (0000003a CIM_IC_V_APR_1 10.163.43.24:50427)
14:58:36.867 Trc 04542 EventAgentLogin sent to [436] (0000002d CIM_StatServer_CCP_MLA1_b 10.123.0.5:50899)
14:58:36.867 Trc 04542 EventAgentLogin sent to [420] (0000002c CIM_StatServer_CCP_KUL1_b 10.123.0.5:50888)
14:58:36.867 Trc 04542 EventAgentLogin sent to [356] (0000002b CIM_StatServer_CCP_BEJ1_b 10.123.0.5:50869)
14:58:36.867 Trc 04542 EventAgentLogin sent to [700] (0000002a CIM_StatServer_CCP_MLA1_a 10.163.43.25:51522)
14:58:36.867 Trc 04542 EventAgentLogin sent to [696] (00000029 CIM_StatServer_CCP_BAN1_b 10.123.0.5:50859)
14:58:36.867 Trc 04542 EventAgentLogin sent to [676] (00000028 CIM_StatServer_CCP_KUL1_a 10.163.43.25:51511)
14:58:36.867 Trc 04542 EventAgentLogin sent to [668] (00000027 CIM_StatServer_CCP_BEJ1_a 10.163.43.25:51488)
14:58:36.867 Trc 04542 EventAgentLogin sent to [688] (00000026 CIM_StatServer_CCP_BAN1_a 10.163.43.25:51478)
14:58:36.867 Trc 04542 EventAgentLogin sent to [620] (0000000e CIM_IC_V_APR_2 10.123.0.4:60935)
14:58:36.867 Trc 04542 EventAgentLogin sent to [624] (00000010 CIM_StatServer_Rtg_NV_b 10.127.181.234:63391)
14:58:36.867 Trc 04542 EventAgentLogin sent to [652] (00000017 CIM_StatServer_Rtg_NV_a 10.127.181.220:57063)
14:58:36.867 Trc 04542 EventAgentLogin sent to [616] (0000000d CIM_StatServer_Login_b 10.127.181.233:57294)
14:58:36.867 Trc 04542 EventAgentLogin sent to [564] (00000002 CIM_StatServer_Login_a 10.127.172.51:65136)
@14:58:36.8670 [mlink] AgentLogin [7311087,id5335,sLI] (processNotReady)
@14:58:36.8670 [gctmi] AgentLogin [7311087,id5335,sLI] processNotReady
@14:58:36.8670 [gctm] AgentLogin [7311087,id5335,sLI] Changing state to 3[/font]

[cavagnaro]

You say Datamart is ok, so where from does Oracle software gets info from? Datamart is historical.
Genesys doesn't know anything about your Oracle EPM software. You must figure out from where it is getting the data first

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[Campfire]

Hi Kavagnaro,

Thats is the reason I am puzzled where the DB is showing the login and logout details and why not EPM system getting his login data that too since the day his skillsets are set to '0'?!!

Anyway will continue to look and post back if I got anything. Thanks for the heads up.

[Campfire]

Hi Guys,

I just had a check and there is a problem with the stored procedure executed in the Datamart to retrieve the data where in the obj_to_obj delete time is checked against the date selected to generate report as below and this is getting failed which in turn failed to fetch the data after his skills in CME profile was changed. Anyway I can bypass this check in runtime using Oracle EPM?

SET @whereSQL = 'WHERE o2o.child_id = o.object_id AND (o2o.delete_time is null OR o2o.delete_time >= convert (datetime,substring(''' + @inStartDate + ''',1,8))) and o.object_type_id = 0 AND o2o.parent_id in ('

I hvae a DB like below:

PARENT_ID CHILD_ID ADD_TIME ADD_TIME_GMT DELETE_TIME DELETE_TIME_GMT
CS1_0_7048 CS1_13_804 2015-09-01 09:43:22.950 2015-09-01 07:43:22.950 NULL NULL
CS1_0_7048 CS1_13_802 2015-09-01 09:43:22.943 2015-09-01 07:43:22.943 NULL NULL
CS1_0_7048 CS1_13_796 2015-09-01 09:43:22.923 2015-09-01 07:43:22.923 NULL NULL
CS1_0_7048 CS1_13_759 2015-09-01 09:43:22.917 2015-09-01 07:43:22.917 NULL NULL
CS1_0_7048 CS1_13_712 2015-09-01 09:43:22.910 2015-09-01 07:43:22.910 NULL NULL
CS1_0_7048 CS1_13_711 2015-09-01 09:43:22.890 2015-09-01 07:43:22.890 NULL NULL
CS1_0_7048 CS1_13_628 2015-09-01 09:43:22.883 2015-09-01 07:43:22.883 NULL NULL
CS1_0_7048 CS1_13_560 2015-09-01 09:43:22.850 2015-09-01 07:43:22.850 NULL NULL

[Kubig]

What is the base of object for this stats - agent of group? If yes, the ag is virtual or not?

BTW: For storing the login and logout times, you can use standard in-build function provided by the statserver and not use separate stats for these purposes.

[cavagnaro]

That is a workaround someone did, as said, not done by any Genesys process nor indicated to be that way on any install guide.
As Kubig says, there is an option to use StatServer tables. Again is up to you to create those queries
And obj_2_obj table is not populated by login/logout events.

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