Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on August 04, 2009, 06:58:29 AM

Title: reports per leg of CCon SCDR table
Post by: victor on August 04, 2009, 06:58:29 AM

Hi,

I have a very interesting requirement from our client, which to me makes perfect sense:

calculate wait time by skill per each subsequent wait time one call has experienced during its lifetime.

Since it is always better to give an example of what it means, imagine Pavel calling a London pound looking for a basset hound Basilisk! First, Pavel is waiting to be connect to operator #1, James the Receptionist. After James the receptionist, Pavel is then transferred to Lost&Found queue. Lorrie the Intern then answers the call and after talking to Pavel realizes that his beloved Basilisk was euthanized earlier that day due to the lack of payment. So, she transfers him to Counseling Queue, where after being on hold for 3 minutes, Pavel is told by IVR that his Basilisk was euthanized for lack of payment and then kindly inform him that the "put to sleep" fee was added to his existing bill.

So, we want to have a print out of:
Skill: Receptionist, Wait Time: 1 mins
Skill: Lost&Found, Wait Time: 2 mins
Skill: Counseling, Wait Time: 3 mins

Client suggested that we use CCon to accomplish this by connecting SCDR with EVERFEX; however, I wonder if we can use CCA for this.

For the record, URS is there too :)
Any ideas what would be the best way to do it? Sound like CCA is a better way to do this.

Best regards,
Vic

Title: Re: reports per leg of CCon SCDR table
Post by: cavagnaro on August 04, 2009, 09:29:58 AM

But do you want the stats per call or the total sum? If per call CCA can't achieve that, if the sum...hum maybe VQ?

Title: Re: reports per leg of CCon SCDR table
Post by: victor on August 04, 2009, 10:09:36 AM

But, how do you know if it was directly to Los&Found Queue or through Reception?

Idea is to see what original skill leads to what other secondary and tertiary skill... 

Title: Re: reports per leg of CCon SCDR table
Post by: cavagnaro on August 04, 2009, 11:04:05 AM

I can think as programmer and try to build an array and each time the call arrives to a new RP it will attach the selected skill into one of the array fields. Now I'm not sure Genesys can build an array so maybe KVP as:
Skill1=""
Skill2=""
Skill3=""
.
.
.
.
SkillN=""

And then begin to keep the count of how many transfers with a KVP vCounter and increase the value each time...
Then in your reports beging to do filters with the skillsN