Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Baraa on August 08, 2018, 11:15:17 AM

Title: Reporting on multimedia Virtual queue issue
Post by: Baraa on August 08, 2018, 11:15:17 AM

dears i have a problem on reporting on a chat virtual queue the issue is that the virtual queue created has interaction counted on it, but when running queue report on it on Interactive Insights, the report returned no data, and after investigating, i found that those chat interactions have been inserted with "Resource_Key" of the interaction queue that the chat strategy is loaded on, and no records for those interactions with the virtual queue that they are counting on.

So please advise what should i do so that i got the reports on the Virtual queue.

Title: Re: Reporting on multimedia Virtual queue issue
Post by: Kubig on August 08, 2018, 11:31:50 AM

Is the VQ used in any routing logic/strategy?

Title: Re: Reporting on multimedia Virtual queue issue
Post by: Baraa on August 08, 2018, 11:51:26 AM

Yes, it is used in the composer workflow used in Chat routing in "route interaction" block.

Thanks for your fast response.

Title: Re: Reporting on multimedia Virtual queue issue
Post by: hsujdik on August 08, 2018, 06:35:49 PM

Try changing the option gim-etl-populate\populate-mm-ixnqueue-facts to "false" (without quotes) for the Script object of this [b]Interaction[/b] Queue (not the VQ) which is appearing on the report. Alternatively, to remove all the Interaction Queues keeping only the virtual queues, set the same option on the Info Mart application.

Title: Re: Reporting on multimedia Virtual queue issue
Post by: Baraa on August 09, 2018, 08:51:11 AM

this option is already set with "false" in GIM app. Also my issue is that the VQ is not populated in the GIM, i have no records for MM VQ in the MSF or IRF tables and this causes the VQ to return no data in the Interactive Insights reports. so please advise which options should i set so that i get records for the MM VQ in MSF or IRF.

Title: Re: Reporting on multimedia Virtual queue issue
Post by: hsujdik on August 09, 2018, 10:24:33 AM

Yup... if this option was set to true, the expected bebavior would be what is happening to you. Since its false, it might be something else. To be sure that it is a GIM issue and not an ICON/Routing issue, confirm that there are records on the table GIDB_G_VIRTUAL_QUEUE_MM of your GIM schema containing the Virtual Queue that you want reporting on

Title: Re: Reporting on multimedia Virtual queue issue
Post by: Baraa on August 09, 2018, 10:41:10 AM

No there is no records for that VQ in GIDB_G_VIRTUAL_QUEUE, so what is the problem now?

Title: Re: Reporting on multimedia Virtual queue issue
Post by: Kubig on August 09, 2018, 11:01:53 AM

Is your CFG ICON working properly?

Title: Re: Reporting on multimedia Virtual queue issue
Post by: Baraa on August 09, 2018, 11:19:15 AM

what do mean by working properly.

Title: Re: Reporting on multimedia Virtual queue issue
Post by: hsujdik on August 09, 2018, 03:51:13 PM

Check if option callconcentrator\vq-write-mode is ser to “1” on the Multimedia ICON too :)