Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: kapusta1152 on October 14, 2008, 06:51:26 PM

Title: Non-ACD calls in Genesys CCPulse
Post by: kapusta1152 on October 14, 2008, 06:51:26 PM

Hello All,




Can Genesys CCPulse reports on  Non-ACD calls*?


If yes,  please explain how to setup filter in Statserver for these calls.
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Definitions: 
http://whatis.techtarget.com/definition/0,,sid9_gci1188654,00.html.

*
Non-ACD Calls
A peg count of the number of times that agents initiated or received a call on their individual extension telephone keys. Transfer and conference keys are also included in this category. The peg count is increase each time the agent engages an extension (or DN) key, regardless of whether or not they dial a number or whether a telephone connection takes place.
Non-ACD state
A Non-ACD call is a call that is either placed or received on one of an agent's extensions. Non-ACD calls include Incoming, Outgoing and Internal calls that were placed from, or received at, an agent's extension.

Thanks,

Title: Re: Non-ACD calls in Genesys CCPulse
Post by: cavagnaro on October 14, 2008, 08:27:45 PM

Easy, if a call is ACD (Genesys) will come with some predefined KVP (attached data) so you may wanna search for those calls that doesn't have any KVP from Genesys routing.
Example, in your strategy of inbound you attach always a KVP named "customer_type", so:

if you create a filter:

~( PairExist("customer_type", "*") )

will mean that it will pull all calls that doesn't have the KVP "customer_type"

Title: Re: Non-ACD calls in Genesys CCPulse
Post by: juney.inin on June 02, 2009, 02:10:22 AM

Yes a Non-ACD call is a call that is either placed or received on one of an agent's extensions.


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