Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: anandapriyan on August 17, 2017, 11:24:54 AM

Title: Interaction processed metric in CCP
Post by: anandapriyan on August 17, 2017, 11:24:54 AM

Team,

While we do reply & send in the inbound email, The processed metric display as 3 for single mail in CCP. Whether it is possible to reduce the process count metric as 1 i.e(For one email). Kindly looking forward for your solutions.

Title: Re: Interaction processed metric in CCP
Post by: Tambo on August 18, 2017, 09:16:51 AM

what stat are you using? received, reply and send should all be treated differently

Title: Re: Interaction processed metric in CCP
Post by: anandapriyan on August 18, 2017, 09:42:49 AM

Total_Processed:
MainMask-InteractionHandling
Category-TotalNumber
Subject-Action
Objects-Agent,GroupAgents

This is the stat i am configured. Is there any way to give count only one for each interaction(Single_Mail).?

Title: Re: Interaction processed metric in CCP
Post by: Tambo on August 18, 2017, 02:55:23 PM

in the logs what event is attributed to the 3 phases of the email? if you take each of these and put them after Interaction as the MainMask that should give you the stat.

Title: Re: Interaction processed metric in CCP
Post by: Kubig on August 21, 2017, 08:25:51 AM

During making a reply in the WDE, there is temporarily existing more than one email interaction (original one and the current reply which is draft), thus your statistic measures it twicely. You have to add custom filter to see just the origin on reply interaction.