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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Lei Yein on January 01, 1970, 12:00:00 AM

Title: CCA, agent froup and agent reports
Post by: Lei Yein on January 01, 1970, 12:00:00 AM

Hi.
My customer want a report that list of all the agent but group by agent group. I had set up the agents and agent groups information in the cfg manager. Is anyone out there did this kind of reports before ?

Title: CCA, agent froup and agent reports
Post by: cumi on January 01, 1970, 12:00:00 AM

Hi,

the best is to use the ETL Object Tracking subsystem. You will have info in OBJ_TO_OBJ table, which agent to which group belongs....

Title: CCA, agent group and agent reports
Post by: Lei Yein on January 01, 1970, 12:00:00 AM

I have check out the OBJ_TO_OBJ table, it is blank. How to set this up.

(I have set up some agent groups with agents in CME)

Title: CCA, agent froup and agent reports
Post by: Lei Yein on January 01, 1970, 12:00:00 AM

I have set up the agent groups and respective agents in CME; Start and stop the processes, but still the OBJ_TO_OBJ table is still empty.

Title: CCA, agent froup and agent reports
Post by: eva on January 01, 1970, 12:00:00 AM

Is it possible for you to explain it a little bit more?

eva

Title: CCA, agent group and agent reports
Post by: Lei Yein on January 01, 1970, 12:00:00 AM

eva.
the report sholud look like following...

Talk Time Call answered ....
Group_ABC
Agent_1 XX:XX:XX XX
Agent_2
Agent_3
---- -------
Sub Total
========= ===========

Agent Group_DEF
Agent_4
Agent_5
Agent_6
----- ----
Sub Total
=========== ========

Note : I have set up this relationship in the CME under AGENT GROUPS (group_ABC and group_DEF and respective agents), but I have no idea on how to retrieve the information out.

Title: CCA, agent froup and agent reports
Post by: eva on January 01, 1970, 12:00:00 AM

Hi,

there are more ways to create a agent repot group by agent groups.

1. You can create an Agent Report in the DMA.
Select the Agent Group "Agent Group_ABC" instead of "All
Agents".
So you have a group by the Agent Group_ABC.

2. You can work wiht Views in your DB.
Create a View which select all Agents they belong to the Agent
Group_ABC.

select a.object_id,
a.object_name,
a.presentation_name,
o.add_time as add_time_agent,
o.delete_time as delete_time_agent,
oto.add_time as add_time_group,
oto.delete_time as delete_time_group
from o_agent_day a, object o, obj_to_obj oto
where a.object_id = oto.child_id AND
o.object_id = oto.parent_id AND
o.object_name in ('Agent Group_ABC')

If it´s helpful, I can send you an Report where we have group agents by agent groups. (Brio)

Eva

Title: CCA, agent group and agent reports
Post by: cumi on January 01, 1970, 12:00:00 AM

it is in the CCA doc written, i don't know exactly...there are some additional options etl propertiesfile (trans_and_agg.properties).