Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vma on March 29, 2010, 05:14:05 PM

Title: Question about e-mail routing/reporting
Post by: vma on March 29, 2010, 05:14:05 PM

Hi,
I have a generic question about routing/reporting. How would you implement this:
I have 40 mailboxes configured in ESJ. The client wants reporting about average time for resolving mails per mailbox. Since I can't filter java statistics is there an easier way than having an interaction queue for each mailbox? Do I have to create 40x3=120 interaction queues? (there are 3 overflows)

Thank you!

Title: Re: Question about e-mail routing/reporting
Post by: YevgeniyP on March 29, 2010, 05:38:36 PM

What is your definition of "average time for resolving mails"?
Does it include outbound email lifetime, handling by the agent? Do you have simple scenarion "one in one out"?

YP

Title: Re: Question about e-mail routing/reporting
Post by: vma on March 30, 2010, 07:44:38 AM

since we are not integrating any remedy or ticketing solutions we refer to only one e-mail, until the agent presses the Done button.

Title: Re: Question about e-mail routing/reporting
Post by: YevgeniyP on March 31, 2010, 12:07:04 AM

If you are ready to implement something custom and have Interaction server 7.6.1 or higher , you can use data in logging DB and DB extension from Reporting Toolkit.

YP

Title: Re: Question about e-mail routing/reporting
Post by: vma on April 01, 2010, 03:14:23 PM

from where do i get these extensions? I have access to all software from Genesys but I can't find the MM Reporting Toolkit. Made a request to genesys but i still wait for a response :)

Title: Re: Question about e-mail routing/reporting
Post by: YevgeniyP on April 02, 2010, 06:04:35 AM

It's not a product, but restricted package provided to PS or partners by request.
YP