Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Kim Holden on August 02, 2007, 03:15:05 AM
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CCA question for a change ::)
What are some of the uses of meta-data in CCA? What are some of its benefits and when is it wise not to use it.
(Uhmm... Not sure how to end this one as well :-\ ）
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Hi Kim,
meta-data specifically for CCA is a re-usable item. It [i]can [/i] be used to show a route for a call.
For example; attaching some form of customer data to an interaction at a pre-defined entry point (RP or similar), then reporting it as a KVP/Filter, via DMA at that point and subsequent points throughout the lifecycle of the interaction can be used in a calculation at those points along the way and also at the delivery/target, to show the volume of calls which took that particular route, down to an Agent. Something like:
meta-data/KVP to show [b]Customer Value=XXX[/b]
[b]KEY: [/b] [color=red]Object:[/color] [color=blue]Volume[/color] (narrative):
[color=red]RP 1:[/color] [color=blue]250 [/color] (Exited the Self Serve/IVR)
[color=red]RP 2: [/color] [color=blue]125[/color] (Waited in the Queue)
[color=red]RP 3: [/color] [color=blue]25 [/color] (Overflowed to another Queue)
[color=red]AG 1: [/color] [color=blue]10 [/color] (Delivered to an Agent Group)
[color=red]AG: [/color] [color=blue]3 [/color] (Delivered to a particular Agent)
- There are obviously more uses - this is just an example, to get you thinking ::)
I really can't think of an example of when you would [b]not [/b] want to use meta-data, unless you are attaching it from an unreliable source(?) That is, if you are using external information for routing or reporting purposes, make sure the source data is up to date, relevant and does what it says on the tin, otherwise both routing and reporting can suffer.
I hope this helps?
Tony
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Hi, Tony,
how does it differ from just adding filters (PairExist) to statistics and using them in templates?
Vic
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[quote author=victor link=topic=2390.msg8955#msg8955 date=1186133131]
Hi, Tony,
how does it differ from just adding filters (PairExist) to statistics and using them in templates?
Vic
[/quote]
I think that meta data would be attached to the interaction itself, where as a filter can only be applied to reported statistics. I could be completely wrong though!
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meta-data objects can be defined as a collection of object components, with a similar or the same properties. For example; Agents with the exact same Skills and Skill Levels can be considered to be in the same meta-group and this information can be assembled within either a Routing Strategy or re-used in CCA, for use in group-level reporting.
Of course, you can use meta-data items as KVP's and apply Filters in DMA, too... ;D
Tony