Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Ezzmiti on May 04, 2009, 02:36:24 PM

Title: Historical reporting problem
Post by: Ezzmiti on May 04, 2009, 02:36:24 PM

Hi,
I am new to reporting for Genesys and need to store agent name/ PlaceID, so that I get generate a report that will show who was logged into which place and when. Is this information already stored somewhere or will this require customer stats/layout.

any help much appreciated.

Title: Re: Historical reporting problem
Post by: ecki on May 04, 2009, 10:38:05 PM

Hi,

What are you using for your historical reporting? CCON, Stat Server tables or ICON/Infomart?

Title: Re: Historical reporting problem
Post by: Ezzmiti on May 05, 2009, 05:59:45 PM

Hi Ecki,

We are using CCON.

Title: Re: Historical reporting problem
Post by: ecki on May 06, 2009, 04:33:37 AM

Well, then in this case the only way is to merry Genesys config database with your CCON tables. You would have to access the cfg_person table to get agent names and cfg_place or dn to get place names/numbers etc.

Title: Re: Historical reporting problem
Post by: Ezzmiti on May 07, 2009, 10:45:10 AM

Thanks for the update Ecki,

I understand what you say in query the Genesys config tables to get the name/place/number but would I still collect the login/out event for the agent name via a DMA layout, or some other means?, as I'm thinking maybe I would need a trigger on the table once the agent username was passed in.

Title: Re: Historical reporting problem
Post by: borkokrz on May 21, 2009, 11:00:52 AM

CCON Stores information about agent login when agent logs out. One record is stored in AREC table with STATUS=1, STTIME = time when agent logged in, DURATION = duration of login, AGENT = DBID of agent, DN - DBID of place on which agent was logged. You have to query CCON database itself, you can't use DMA for that.