Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: jaimeM on July 01, 2008, 05:54:13 PM
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Hello,
let me just say that i am new to genesys (i was brought up on CMS) and this forum has been very informative. We have an isssue with Avg talk time not showing up in Brio, it just shows zeros but reports all other stats. Here we use CCPulse for real time reporting and Brio for the historical reporting. The genesys is a version 6.5 connected to an Avaya. the isssue is with one VQ that was modifed just a few weeks ago. All that was done was the name was changed on the skill. the routing strat stayed the same. Can some one point me in the right direction on where to look to resolve this issue.
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Hi jaime,
A few pointers/questions;
Was the name of the VQ changed? If so, check the syntax in your DMA Layout and also on your Brio Report.
In the strategy, check and make sure the VQ is still associated with the Target Skill; check in the Target box and make sure your VQ Name is still in the Queue section, along with the correct StatServer(!)
There are other items to check but these should help you in the right direction...
Tony
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the VQ names are set right in the target blocks to the right stat server. I am not sure of what you mean by checking syntax in DMA layout. I have only been on this system for a month so i am sorry for not being up to speed yet.
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well i got into the DMA application. however the names were right in there. We did find that in CME under resources/agent groups/reporting then after right clicking on the call center group that there was a place for you to put a link for the VQ there. And the VQ in question was not there, along with the other 20 or so that have the same reporting issue. so i hope this might help repair the issue.
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Good Luck! :)
Tony