Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Toni on August 31, 2007, 09:10:53 AM
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Hello everybody!
For some time I'm seeng some strange data miscount in CCPulse and it's getting me crazy.
I wish some you could give me an explanation! ;)
I have some statistic groups in CCPulse, we are monitoring DN_Groups that have some virtual queues shortcuts.
The problem is that I have a big group with all the virtual queues of the call center in it but the data I get from it is different than the addition of all the virtual queues separately.
For example,
DN_Group 1, (virtual queue1),has 3 entered calls, 2 answered 1 abandoned
DN_Group 2, (virtual queue2),has 4 entered calls, 1 answered 3 abandoned
DN_Group 3, (with virtual queue1 and virtual queue2) should display: 7 entered calls, 3 answered and 4 abandoned
The strange thing is that instead of that DN_Group 3 is displaying me 6 entered calls, 1 answered and 4 abandoned, is completely different, it doesn't sum all the calls either, because 6 entered aren't 1+4...
Any idea what could be happening?
Thanks in advance!
Toni
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Hi,
I have an idea :-)
Probably you have "Formula=DCID" for the statistics.
If the same call enters both VQ1 and VQ2 you will have only 1 call entered on the DNG.
Does this explain your situation? If not- how does you routing strategy look. Do you escalate calls to diffferent VQs or not.
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Hi catanirex,
I have Formula=DCID in total entered and total answered statistics, but that would affect to all the vq really?
I mean, with Formula=DCID may be I'm miscounting some calls, but the result of the dn group that has all the vq, and the sum of all the vq individualy that are in that dn group should be the same...I think, and that's what it's different.
I've attached an image that may be will help us to understand.
If a get a statistic for 'DN GROUP1' that has 290 vq in it, the result that CCPulse should give me, must be the same that summing all the results obtained separately for every vq_global..., or I think so :P
So I don't know why could be the reason.
(Change the attach extension to just .jpg)
Thanks
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DCID does not affect the individual VQs, but if you use VQ1 and VQ2 for the same call / connection ID it WILL afect the DN Group.
The DNG will only count the call as 1
So DNG=1 but VQ1+VQ2=2
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Hi,
Ok, I understand, but I think that only two vq are used in case of transfers for example, but in the group I'm monitoring there aren't transfer vq, the vq only correspond to new calls entering the call center, the transfers are monitored in other specific groups.
I'll explain me better :P
I have a total dn group with 290 vq, then I have 15 dn groups each of them with lots of vq also (the sum of those 15 dn groups are 290 vq).
So if get a statistic for those 15 dn groups (in global the 290 vq) the results I get are the same as if I calculate the sum of the 290 vq separately.
The only problem is with the general group that has the 290 vq, that gets values under the ones I get adding the results of the other 15 dn groups or the 290 vq separately.
I don't know if I've explained a bit better :P
Thanks a lot!
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So:
The sum of values in the DNGroup do not add up to the sum of values in the composite VQ's (sub-groups) and show less than the volume expected.
The sum of values across the DNGroup do not add up to the total expected and show less than the total expected.
Couple of things:
Check for overflows in your Routing. It could be that you are overflowing calls from VQ to VQ and these would only count once in the DNGroup.
DNGroup3 = 6 Entered, 1 Answered, 4 Abandoned - what about looking at Distributed Calls? What does that tell you? Did the same amount that Entered get Distributed?
Tony
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As you are using VQ you must create the StatType "Cleared", create them because if not they are considered as Distributed, which completely disturbs the real stats, it happened to me once.
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Hi all!
I've checked my routing and at first the calls don't change from one vq to another they only ount in vq when are delivered to an agent (in that case they're counted in a vq designed for that), and they also count when a call is overflowed (saturated, out of hours...etc, but in that case they count in a different vq).
Cavagnaro:
I've created a "Cleared" stat, but it shows me just the calls that where overflowed in my routing and I was already counting them with a specific filter, so I think that I'm not missing any call.
It's strange for me, because I'm still not understanding it... If any call went from a vq to other vq it would not count in my general dngroup, but it also woudn't count in my others dngroups (unless the first vq was in a dngroup1, and the destination vq was in a dngroup2, maybe?)
I've tried to distinguish between transfer calls, and new entering calls, just to apply a ClearTargets for transfer callsat the very beginning just in case, but it didn't work :( .
Any suggestions?
Thanks a lot, really!
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Does all you AGentGroup has this VQ as origination DN's?
Are you applying the same template to extract all the statistics? Because if for example you are using in one a Category of TotalNumber and in another TotalAdjustedNumber it will show different numbers always.
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Hi!
My AgentGroups doesn't have any origination DN's. Should be added? Hpw should be added?(That's my first notice of it)
The statistics I'm applying are exactly the same, and the same template.
It's something strange I think...
Thanks!
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On CME, AgentGroup, properties, Advanced, OriginationDN, add the respective VQ. This might be your problem, as Answered is a retrospective action you must add the VQ for a proper propagation of the event. What i'm not sure is if you need to add the DN Group.
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Hey Toni how this went? I'm curious
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Hi cavagnaro,
Sorry for the delay, but I'm quite estressed with work :(
The problem of all of it seems to be transfers made to vq inside the same group.
I was looking at the logs and I could check that some agents where not transferring calls correctly. I spoke with them and they where transfering calls to wrong vq.
Let's see if that was the problem. Those days I'll be checking statistics, but seems to be the root of the problem.....those agents... :P
Greetings!!