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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: anandapriyan on August 17, 2017, 10:07:26 AM

Title: Email forward is not Shown in CCPulse
Post by: anandapriyan on August 17, 2017, 10:07:26 AM

Team,
While we do forward the email to external resource. It is not been reflecting in CCPulse. Is there any possible method to display the forward metric in CCPulse. Kindly looking forward for your solutions.

Title: Re: Email forward is not Shown in CCPulse
Post by: Tambo on August 17, 2017, 10:49:59 AM

sorry, but can you explain further / better

not sure when you are forwarding it, is it hitting a VQ first etc

Title: Re: Email forward is not Shown in CCPulse
Post by: anandapriyan on August 17, 2017, 11:15:31 AM

Thanks for your reply. We have forward from the agent to external resource. And the mail completed. But not display as count like forward. We have build customized stat for forward.
Main Mask-Call Forward
Subject-DNAction
Category=TotalNumber
Objects-Agent,GroupAgents.

But not working. It always zero. While sending the forward. The mail is also not received. While we click forward. The InProcessing stats in the outbound IQ only gets incremented. Kindly looking forward for your possible solutions.

Title: Re: Email forward is not Shown in CCPulse
Post by: Tambo on August 18, 2017, 09:15:15 AM

try main mask as CallForward or CallForwarded

Title: Re: Email forward is not Shown in CCPulse
Post by: anandapriyan on August 18, 2017, 09:55:27 AM

Thanks for your reply.

I have tried both CallForward and CallForwaded. But it not get counted. Kindly looking forward for your solutions.

Title: Re: Email forward is not Shown in CCPulse
Post by: Kubig on August 18, 2017, 10:11:54 AM

CallForward(ed) cannot work for email - try something like that:

[TotalNumberOutboundEMails]
Category=TotalNumber
Description=Total number of outbound e-mail interactions completed
Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=DNAction
MainMask=InteractionHandlingOutbound

with Filter on mediaType=email and some KVP which specifies the forwarded email.

Title: Re: Email forward is not Shown in CCPulse
Post by: anandapriyan on August 18, 2017, 10:33:21 AM

Hi Kubig,

I have tried by creating the statistics and given the filter as Email. Its calculate only while compose and send the mail. Its not calculating the forward Email. But i don't know how to give KVP filter. Kindly Suggest your ways.

Title: Re: Email forward is not Shown in CCPulse
Post by: Tambo on August 18, 2017, 02:48:56 PM

in the logs what is attributed to the 'forwarded email' use that and then create a KVP in 'filters' section of your stats server

there are lots of threads on that