Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Boy on November 12, 2009, 07:59:38 AM

Title: Reporting on disposition codes
Post by: Boy on November 12, 2009, 07:59:38 AM

Hi,
How correctly to manage reporting on disposition code?
I have configured GAD (7.6.2) to show disposition code tab. Configured CCPusle to show statistics based on  Calls_Inbound statistic:
Category=TotalNumber;
Formula=DCID;
MainMask=CallInbond,HandlingInbound;
Object Agent,… ; Subject=DNAction

Calls are filtered by different filters according code : PairExists(“DispositionCode”,”xxx”) 
If during conversation agent marks two or more disposition codes (it is possible in GAD), in CCPulse I got numbers increased for all marked codes values. Result is that there are more marked calls as it was total number of calls.
Please tell me what I’m doing wrong.
Thanks.

Title: Re: Reporting on disposition codes
Post by: ecki on November 12, 2009, 11:47:03 AM

Hi Boy,

I do not see anything wrong what you are getting. Because Agent marked this call with several disposition codes then you would expect that each stats representing particular marked disposition code will raise.
What else you would like to see?

e.

Title: Re: Reporting on disposition codes
Post by: Boy on November 12, 2009, 12:03:06 PM

Hi ecki,
Yes it works like it is configured, my question is how to configure to have only one code for one call.

boy

Title: Re: Reporting on disposition codes
Post by: Boy on November 12, 2009, 12:26:10 PM

I have found solution! I changed MainMask= CallInboundCompleted in that case the last value of KVP is used.

Boy.