Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Eisa on July 31, 2006, 09:36:45 AM

Title: Voice_reasons Table
Post by: Eisa on July 31, 2006, 09:36:45 AM

I've found a new table in Stat-server 7.2 and i'd like you to know about.the VOICE_REASONS table
which holds the not ready reasons for the agent and can be a very good reporting table for agents productivityu and time utilization.
tables contains the following columns
[font=Courier]  ID                NUMBER(20)                  NOT NULL,
  DN_DBID          INTEGER                    NOT NULL,
  PLACE_DBID        INTEGER                    NOT NULL,
  AGENT_DBID        INTEGER,
  IS_HARDWARE      INTEGER,
  DN_STATE          INTEGER,
  WORK_MODE        INTEGER,
  REASON_KEY        VARCHAR2(255 BYTE),
  REASON_VALUE      VARCHAR2(255 BYTE),
  START_TIME        INTEGER                    NOT NULL,
  END_TIME          INTEGER                    NOT NULL,
  DURATION          INTEGER                    NOT NULL,
  START_TIME_LOCAL  VARCHAR2(50 BYTE)          NOT NULL,
  END_TIME_LOCAL    VARCHAR2(50 BYTE)          NOT NULL,
  APP_DBID          INTEGER                    NOT NULL[/font]

I hope you find it useful as i did

Title: Re: Voice_reasons Table
Post by: merlin_abacus on August 01, 2006, 12:22:08 AM

[quote author=Eisa link=topic=1766.msg5593#msg5593 date=1154338605]
I've found a new table in Stat-server 7.2 and i'd like you to know about.the VOICE_REASONS table
which holds the not ready reasons for the agent and can be a very good reporting table for agents productivityu and time utilization.
tables contains the following columns
[font=Courier]  ID                NUMBER(20)                  NOT NULL,
  DN_DBID           INTEGER                     NOT NULL,
  PLACE_DBID        INTEGER                     NOT NULL,
  AGENT_DBID        INTEGER,
  IS_HARDWARE       INTEGER,
  DN_STATE          INTEGER,
  WORK_MODE         INTEGER,
  REASON_KEY        VARCHAR2(255 BYTE),
  REASON_VALUE      VARCHAR2(255 BYTE),
  START_TIME        INTEGER                     NOT NULL,
  END_TIME          INTEGER                     NOT NULL,
  DURATION          INTEGER                     NOT NULL,
  START_TIME_LOCAL  VARCHAR2(50 BYTE)           NOT NULL,
  END_TIME_LOCAL    VARCHAR2(50 BYTE)           NOT NULL,
  APP_DBID          INTEGER                     NOT NULL[/font]

I hope you find it useful as i did
[/quote]

Can someone please make sense out of REASON_KEY and VALUE?
Under what circumstances would this table be useful?

Title: Re: Voice_reasons Table
Post by: Eisa on August 01, 2006, 06:09:25 AM

the reason key is the Key of the key-paired values attached to the event of Ready/Notready whuile the reason Value holds the value itself something like

Event:EventAgentNotReady
  Server:65200
  CustomerID:Vodafone
  AgentID:9804
  ThisDN:666333
  ThisQueue:6035
  Reasons:
      [color=Red](Str) ReasonCode        Hardware/Software Problem[/color]
  Seconds:1133443031
  USeconds:821304
  Server Time:12/1/2005@15:17:11.821


this will be useful if you want a report for the agent utilization and not ready time justification

Title: Re: Voice_reasons Table
Post by: SidneyOrret on August 01, 2006, 10:28:34 PM

VOICE_REASONS table is a new in 7.2. Genesys claims that can be used only in conjuction with Informart but
I don't see any issues running reports directly from the table.

If the agent's desktop application attaches ReasonCodes to the NotReady request, the kvPair attached and the
duration of the status will be stored in the VOICE_REASONS table.

One thing that I have noticed is that if more than one kvPair is attached to the TReasons structure, a record per
kvPair is stored in the table. Something to keep in mind to avoid double reporting.


---------------------------------------------------------------------------------
[quote author=merlin_abacus link=topic=1766.msg5601#msg5601 date=1154391728]
[quote author=Eisa link=topic=1766.msg5593#msg5593 date=1154338605]
I've found a new table in Stat-server 7.2 and i'd like you to know about.the VOICE_REASONS table
which holds the not ready reasons for the agent and can be a very good reporting table for agents productivityu and time utilization.
tables contains the following columns
[font=Courier]  ID                NUMBER(20)                  NOT NULL,
  DN_DBID           INTEGER                     NOT NULL,
  PLACE_DBID        INTEGER                     NOT NULL,
  AGENT_DBID        INTEGER,
  IS_HARDWARE       INTEGER,
  DN_STATE          INTEGER,
  WORK_MODE         INTEGER,
  REASON_KEY        VARCHAR2(255 BYTE),
  REASON_VALUE      VARCHAR2(255 BYTE),
  START_TIME        INTEGER                     NOT NULL,
  END_TIME          INTEGER                     NOT NULL,
  DURATION          INTEGER                     NOT NULL,
  START_TIME_LOCAL  VARCHAR2(50 BYTE)           NOT NULL,
  END_TIME_LOCAL    VARCHAR2(50 BYTE)           NOT NULL,
  APP_DBID          INTEGER                     NOT NULL[/font]

I hope you find it useful as i did
[/quote]

Can someone please make sense out of REASON_KEY and VALUE?
Under what circumstances would this table be useful?

[/quote]