Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: maheshbabu on January 10, 2009, 02:43:07 AM

Title: Total Attempts made by an individual agent
Post by: maheshbabu on January 10, 2009, 02:43:07 AM

Hi,
      Is that possible in genesys to trap the total number of calls each agent has made... i.e, attempts they have made ( total number of dialings ), apart from dispositions..which we are getting through ods...

Title: Re: Total Attempts made by an individual agent
Post by: Adam G. on January 11, 2009, 10:42:02 PM

What are dispositions?

Title: Re: Total Attempts made by an individual agent
Post by: Gulden_NL on January 11, 2009, 11:13:23 PM

It's the call outcome/state etc.  Many different ways to name it and confuse everyone.  The Disposition Code has been integrated in GAD 7.6.100.xx with several levels of configuration.

Title: Re: Total Attempts made by an individual agent
Post by: tony on January 12, 2009, 01:34:00 PM

...I think the question to be asked might be; Are we talking about Agents making manual calls from Turrets/Handsets, or using the OCS Outbound Dialler...? :)

If it's manual, then the results *could* be derived from the TotalNumberOutbound, which uses a MainMask of CallOutbound against a DNAction and is equally applicable to Agents , Groups of Agents, Groups of Places and Places.  To be sure that you don't count multiple calls to the same dialled number, use a Formula of DistByConnID (DCID)

Otherwise, if it's an OCS Dialler, refer to the Admin Guide... ;)

Tony

Title: Re: Total Attempts made by an individual agent
Post by: daveg on January 13, 2009, 05:04:23 PM

If you switch on the statserver STATUS table then it's a relatively simple database query to see each agent's change of status. This should tell you what you want.

DMG

Title: Re: Total Attempts made by an individual agent
Post by: maheshbabu on January 16, 2009, 10:25:48 AM

Hi dudes... I think we r moving away 4m wat I asked.... I just asked whether it is possible to make a list of entire calls that have got dialed from the Agent Desktop, agent wise ..............

Title: Re: Total Attempts made by an individual agent
Post by: cavagnaro on January 16, 2009, 05:03:14 PM

you can get the ammount of hand dials made by creating new stats, but to get what dialed numbers the agent did would be better to use taxation software of your PBX.

Title: Re: Total Attempts made by an individual agent
Post by: tony on January 16, 2009, 09:22:27 PM

...Or perhaps use Call Concentrator?

Title: Re: Total Attempts made by an individual agent
Post by: cavagnaro on January 16, 2009, 09:38:05 PM

yes, but assuming that he doesn't own the software and may not like to increase expenses the default software that the PBX provides may be enought for what he needs

Title: Re: Total Attempts made by an individual agent
Post by: Gulden_NL on January 17, 2009, 05:25:07 AM

Cavagnaro - you always beat me to the punch line and make me laugh.

If he's talking about just pure CSR 1 made 8 calls today, 1 of them to Hong Kong to the number 852.xxx.xxx for 32 minutes, then yes, that comes straight out of the PBX/ACD.  But there are ways to tweak the underlying CIM reporting to show this too.  It's been 10 years since I did this.  We use eCas for serious OB work for bill back internal for all of our customers.  But there are a lot of ways to "skin this cat" using CIM reporting if you know your switch.

Unfortunately, I will admit that I am dumb as an ox about how to do this with any switch these days.  We fall back to eCas when it is a requirement.

Title: Re: Total Attempts made by an individual agent
Post by: maheshbabu on January 20, 2009, 05:50:05 AM

Yeah.. Wat cavaganro asked is wat I am expecting to hav... Irrespective of using some other softwares is there any possibilities ... too find out how many calls he has dialed through the agent desktop.. through logs / ODS etc.,