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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Jones on March 21, 2017, 10:23:17 AM

Title: Transferred e-mails always 0 in Pulse
Post by: Jones on March 21, 2017, 10:23:17 AM

Hi all,

Another statistical question from my side regarding Transferred e-mails this time. (Pulse)
We only transfer to Agent Groups and not directly to other agents.

Tested stats that always showed 0:

[Total_Number_Transfers_Made]
Category = TotalNumber
MainMask = InteractionTransferMade
Objects = Agent, Place, GroupAgents, GroupPlaces
Subject = DNAction

[Interactions_TransferMade]
Category = TotalNumber
Formula = DCID
MainMask = InteractionTransferMade
MediaType = email
Objects = Agent, Place, GroupAgents, GroupPlaces
Subject = DNAction

[Transfers_MadeEmail]
Category = TotalNumber
MainMask = CallTransferMade
MediaType = email
Objects = Agent, Place, GroupAgents, GroupPlaces
Subject = DNAction


In UR Server logs and Pulse Stat server logs I can see that transferred e-mails have the following attribute: 'IW_RoutingBasedRequestType' 'OneStepTransfer'
Which I thought I could use for a formula and behold, it gave me some numbers, so improvement from 0 to actual numbers.
However, I have tested and it now shows me the number of transferred emails but it also counts replies to customers, which are obviously not transfers.

What I am doing wrong and how can I show the correct number of transferred e-mails per agent?


Tested stats:

[Interactions_TransferMade]
Category = TotalNumber
Formula = PairExists("IW_RoutingBasedRequestType", "OneStepTransfer")
MainMask = InteractionHandlingInbound
MediaType = email
Objects = Agent, Place, GroupAgents, GroupPlaces
Subject = DNAction

I also tested with a filter: TransferFilter = PairExists("IW_RoutingBasedRequestType", "OneStepTransfer")

With:

[Email_TransferFilter]
Category = TotalNumber
MainMask = InteractionHandlingInbound
MediaType = email
Objects = Agent, Place, GroupAgents, GroupPlaces
Subject = DNAction

This shows 0 so does not work.

Any help is appreciated!

Title: Re: Transferred e-mails always 0 in Pulse
Post by: catanirex on March 21, 2017, 01:40:06 PM

Hi,

The email transfer statistic for agents does ONLY work when you are using direct agent to agent transfer :(
It does NOT work when using transfer via strategy, routing point based transfer.

By design...

Title: Re: Transferred e-mails always 0 in Pulse
Post by: Jones on March 22, 2017, 07:15:05 AM

Hi, thanks, I did read that in documentation after all the testing...

I thought if I used a formula/filter it would work, I actually still don't understand why it wouldn't.
All transferred e-mails have the same attribute which is  'IW_RoutingBasedRequestType'  'OneStepTransfer'

Anybody?

Title: Re: Transferred e-mails always 0 in Pulse
Post by: cavagnaro on March 22, 2017, 02:21:11 PM

Transfer occurs only between agents. Between other DN are distributed.

Enviado de meu E6633 usando Tapatalk

Title: Re: Transferred e-mails always 0 in Pulse
Post by: abdel on November 13, 2018, 05:11:21 PM

Using the MainMask: HandlingInbound and the filter PairExists("IW_RoutingBasedRequestType", "OneStepTransfer"), it is still not working.

Anyone solved this issue?