Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vfc on July 25, 2008, 07:47:09 PM

Title: Agent Changes on GAD doesn't reflect in CCPulse
Post by: vfc on July 25, 2008, 07:47:09 PM

Running GAD with CCPulse 7.1 and OCM 7.1.

An agent is able to successfully change the call result of a call using GAD, and this change is reflected in OCM, but CCPulse still reports the original call result.

For example, a call comes into an agent, but it is an answering machine (since answering machine detection isn't 100%), so the agent codes this call FROM "Answer" to "Answering Machine" in Gad via pull-down menu.

CC Pulse still reads this as an "Answer" call but OCM reads it correctly as changed to "Answering Machine"

What could be causing CC Pulse to not recognize the change of call result?

Thanks.

Title: Re: Agent Changes on GAD doesn't reflect in CCPulse
Post by: JGMG on July 25, 2008, 11:37:14 PM

What is the exact definition of the stat you are using?

Title: Re: Agent Changes on GAD doesn't reflect in CCPulse
Post by: cavagnaro on July 26, 2008, 04:09:03 AM

How are your stats defined?

Title: Re: Agent Changes on GAD doesn't reflect in CCPulse
Post by: vfc on July 28, 2008, 03:23:24 PM

[quote author=cavagnaro link=topic=3174.msg13027#msg13027 date=1217045343]
How are your stats defined?
[/quote]

I'm not sure that I know exactly what you are asking. CC Pulse is connected to a reporting stat server, or outbound stat server.

Thanks.

Title: Re: Agent Changes on GAD doesn't reflect in CCPulse
Post by: cavagnaro on July 28, 2008, 08:03:05 PM

A stat is a metric applied to one object, so I'm asking on how your metric is configured. ON CCPulse press the + button expanding it up to the bottom
Post the screenshot of it and also would be helpful for you to read StatServer and CCPulse guides