Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Arben on August 10, 2007, 11:24:12 AM

Title: Statistics of Incoming calls Based on Attached Data
Post by: Arben on August 10, 2007, 11:24:12 AM

Dear Friends,

I am using Genesys Express, and i am trying [b]to make reporting for the incoming calls that in URS is added a attached data[/b], in order for the Agent to define in GCN these calls were made by specific Customers .

In routing strategy I check the call if its part of a DB table where there are all Customers that are part of a group and if it match, it is attached an info to these calls in order for an Agent to define the Customers from each others.

Can enybody help me on finding a way to report calls made by this category of Customers ?!! (the one that get attached data)

Title: Re: Statistics of Incoming calls Based on Attached Data
Post by: mark on August 10, 2007, 12:03:53 PM

Hi Arben,

I have had no hands on experience of Express so am unsure what you have available.
Do you have any historical reporting (CCAnalyzer / Hyperion) elements in your framework?
If so, you could have filters on statistics that will split the customers out per group.

Mark

Title: Re: Statistics of Incoming calls Based on Attached Data
Post by: cavagnaro on August 10, 2007, 04:30:07 PM

Yes, Express is a basic framework (URS; TSERVER; ETL; STATSERVERS (2), GAD, MCR). Its more a "commercial" name, once you get over the 150 positions it is no longer called express :)

Arben,
You must create filter and new report layouts on DMA in order to achieve what you want.
First create the filter:
category="VIP"
category="Normal"

Then on layouts:
Inbound with Filter category="VIP"
Inbound with Filter category="Normal"

Cheers