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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: bandorka on February 21, 2024, 10:24:05 AM

Title: Historical report with custom SLA values in GCXI
Post by: bandorka on February 21, 2024, 10:24:05 AM

Hi,

We have a Queue Group Summary Report in GCXI with the configured SL threshold on the GIM app:

[agg-gim-thld-QUEUE-IXN]
voice="2,30,15,2,15,15"

where the acceptance threshold is the second field here (30: the CC should answer the call within 30 sec) and the appropriate GIM table (i.e. AG2_QUEUE_GRP_DAY) count with this value.

Is it possible to add more SL definition to the report (i.e. 60sec) leaving the defaule one untouched? If so, where/how should I configure it? 

Thank you,
bandorka

Title: Re: Historical report with custom SLA values in GCXI
Post by: hsujdik on February 21, 2024, 03:01:29 PM

https://docs.genesys.com/Documentation/Options/latest/RAA/RAA-agg-gim-thld-QUEUE-ACC

You can use the link above to get the data from the AG2_QUEUE_ACC_AGENT_* tables... you just need to aggregate differently.

Title: Re: Historical report with custom SLA values in GCXI
Post by: bandorka on February 23, 2024, 10:28:07 AM

Thanks for the answer,
Is it possible this way to aggregate with the original/configured 30sec and also with e.g. 60sec, to present two different SLA column in one queue summary report (or two reports with different SLA column)?

Title: Re: Historical report with custom SLA values in GCXI
Post by: hsujdik on February 26, 2024, 01:10:55 AM

Take a look on this report:

Queue > Q Customer & Consults > Accepted Agent ST1

(https://docs.genesys.com/Documentation/GCXI/9.0.0/PG/Queue#QueueQueueQCustomerConsultsAcceptedAgentST1)

It should already be like that