Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: JTL on September 04, 2008, 08:21:43 AM
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Should be a simple one to answer.
I want to run an Agent report which only collects N_INBOUND (or similar) stats, and I want to use a filter. The filter would be a KVP which is attached to only some calls...
Let's say, on some Inbound calls, we attach a piece of data Calltype=Collections, but on some Inbound calls we don't
My CCA report should simply have 2 stats. N_INBOUND, and N_INBOUND with the Calltype=Collections filter applied.
One stat then gives a total number of Inbound calls (per agent) whilst the 2nd stat just shows how many Collections calls they've taken.
Possible? I seem to be getting a "VOID" in filtered stat column, when I drill down using DMA... :(
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Yes, possible.
On DMA create the filter, then go to template layouts and create a new one, add the 2 stats, one with filter and the other without. Then create the report, activate it and you are done. Wait 1 hour to see the report and create the BRIO template.
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I think VOID is showing because [i]Calltype[/i] is a reserved word for a Stat type in Genesys; Calltype=1 = Inbound, Calltype=2 = Internal, Calltype=3 = Outbound, etc.
I would try it again, but maybe use another key word for the KVP in both the Routing and the DMA/Stat Server Filter, such as Call[b]er[/b]Type and use that as the KVP (e.g. Call[b]er[/b]Type="Collections")
Oh - I think you need to use the quotes around the Value, too - so it would look like this in the DMA Filter;
CallerType="Collections"
Tony
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Oh...now I did understand the VOID thing...
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Ta,
I went back to it the next morning, and got it working.
I think Tony was partly right - regarding the stat definition (not the wording).
Built in DMA, it didn't put the quotes around the "Collections"...
I rebuilt the stat early the next morning, and it worked exactly as I'd hoped :)
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That's great - I knew if I kept stabbing in the dark, I was bound to hit something... ;)
Tony
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hehe nice