Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: AvianSun on February 12, 2009, 05:01:17 PM

Title: How to transfer strategy variable to Reporting
Post by: AvianSun on February 12, 2009, 05:01:17 PM

Hello all,

I am very new to working with Genesys, and I have run into a bit of a problem...

Part of our routing strategy involves giving people an "out" to go to voicemail.
This was accomplished easily enough.

Now, we're trying to count the number of times people go to voicemail per strategy.
(Ie. Client 'A' has their own strategy, so when we report on it we would like to be able
to make a report for Client 'A' and include a "Voicemails Received" field.)

It is imperative this data is able to be pulled in by CCPulse.

What is the easiest/cleanest way to accomplish this feat?

I see a number of different ways to collect the data, but I can figure out how to add it in a sensible
way to pull it back up in CCPulse.  The best I've mustered so far is generating a URS update in the
T-Server log.

Any help would be greatly appreciated.
(Even reference to relevant documentation, as my scans through the documentation I have did not
avail me much.)

{Genesys version 7.1}

Title: Re: How to transfer strategy variable to Reporting
Post by: René on February 12, 2009, 05:41:06 PM

Hi,

The easiest way is to add (attach) some key-value pair into UserData and define filter on StatServer. In CCPulse+, you will add another instance of required statistic to a view and assign filter to it.

Please look at "Universal Routing 7.1 Reference Manual" for description of the functions "Attach" or "Update". You can use IRD block "Multi-Attach" as well. Look at "Framework 7.1 Stat Server User's Guide" to section "Filters Section" as well to find out what the filter is and how to define it. Finally, check help of CCPulse for description how to add new statistic with filter.

R.

Title: Re: How to transfer strategy variable to Reporting
Post by: AvianSun on February 12, 2009, 05:44:55 PM

Excellent, I will look at all of the above.

Thank you very much!

Title: Re: How to transfer strategy variable to Reporting
Post by: cmcshane on February 13, 2009, 10:22:52 AM

Another way to do it is to create VirtualQueue for the the calls that go to voicemail. When the calls time out and needs to go to voicemail, drop it off on a dedicated Route Point and track it with the voicemail VQ.

The stat server filter will work perfectly, but just giving another option in case you're not that familair with reporting.

Hope this helps.

Colin

Title: Re: How to transfer strategy variable to Reporting
Post by: mark on February 13, 2009, 03:44:47 PM

I think the attached data route would be cleaner, especially if you are already using VQs during agent targetting.