Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on September 04, 2006, 05:57:51 AM

Title: Brio template for Reason code
Post by: victor on September 04, 2006, 05:57:51 AM

Hi, all,

can someone please help me with fulfilling the following request from one of our insanely stubborn supervisors?

I am asked to come up with a way to provide Brio report for hourly and daily totals for agent's Reason codes. Is there something nice and simple I can do?

The only way I can think of doing it would be:

1. Declare Filters for all the different AUXReason codes.
2. Create a new agent template with customs stats with filters
3. Use RGA to come up with a new template

The problem is that:

1. I can never have a way to define the name of the table in DataMart. For some reason, even if I create templates using only 8 letters, the table name is never that. WHY?

2. RGA always refuses to create a template for me for anything other than the basic stats. How in a world do I tell it that I need to use Agent Template PLUS stats from that table and that table and that table? I can think of trying to add a new relationship in Designer, but then I do not know if the stats would make any sense, plus I would have to rewrite half of EIS script to make sure that it supports DAILY, MONTHLY, WEEKLY in one template and not break it up into three daily, weekly, monthly templates.

The request is reasonable enough - to be able to show totals for each AUXReason. So, how does everyone else do it?

Thanks in advance,
Vic

Title: Re: Brio template for Reason code
Post by: Scottyjohn on September 04, 2006, 01:40:20 PM

Hi Vic,
Much easier to design a historical template in CCPulse I think.  Firstly create KV pairs within statserver like this ...

PairExists("NotReadyReason", "Meeting") and name it Meeting
then in DMA create template and add columns based on "Total_Not_Ready_Number" with the relevant filter applied as per

PairExists("NotReadyReason", "Meeting") and then name that column N_MEETING
Create a layout using the template and then activate it.  Then I think you need to restart ETL to get the collection going.  From there you can create a historical template in CCPulse using the new stats.

Hope this is clear, I am a bit rusty but others can perhaps give more detailed instructions?  Hope this helps

Title: Re: Brio template for Reason code
Post by: victor on September 05, 2006, 03:53:52 AM

[quote author=Scottyjohn link=topic=1811.msg5847#msg5847 date=1157377220]
PairExists("NotReadyReason", "Meeting") and name it Meeting
then in DMA create template and add columns based on "Total_Not_Ready_Number" with the relevant filter applied as per

PairExists("NotReadyReason", "Meeting") and then name that column N_MEETING
Create a layout using the template and then activate it.  Then I think you need to restart ETL to get the collection going.  From there you can create a historical template in CCPulse using the new stats.
[/quote]

Wow... I guess this is the fastest! Nice thinking!  ;) I will implement this for SVs. We still need to be able to print it out and BRIO is the best way to do it. There are over 1000 agents...  :-\

Title: Re: Brio template for Reason code
Post by: IanDS on September 07, 2006, 12:42:59 PM

Vic if you want to do it in Brio you will need to do a custom query in the design view.
Possibly some javascript.......

Depends on how smart you want your report to be.

IDS