Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: phil on June 02, 2010, 04:37:41 PM
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Hi there,
im about to built some customized views.
1.) per Routing Point
The requirement is, among others, to display the RequestedSkill (KVP in Annex for skill-based Routing) for that RP and the VAG working on it (virtualized by mutual Skill)
- How to realized this? I guess there no out-of-the-box statistic for that, since it's not even a statistic, but a DB Dip, is it?
More later.
Cheers
Phil
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Erm...if you are asking for a skill the the target should be an agent group but a Virtual Agent Group or at least a expression like "Skill("English")>8" and then create a VQ and attach it to this target object, in that way when you get stats from this VQ you will know how many calls that VAG or Expression got.
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...or would it be a StatServer Filter, from the KVP Attached Data...?
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[quote author=cavagnaro link=topic=5594.msg24474#msg24474 date=1275590070]
Erm...if you are asking for a skill the the target should be an agent group but a Virtual Agent Group or at least a expression like "Skill("English")>8" and then create a VQ and attach it to this target object, in that way when you get stats from this VQ you will know how many calls that VAG or Expression got.
[/quote]
Hey cavagnaro,
i dont know if you got my question right neither if i got ur answer right. i just wanna display the requested skill. the format is about to look like that:
Skill | VAG | Calls in Q | MaxWaitingTime | Ready Agents | ACD-Calls | Max/Avrg Waiting Time | Talk Time | Averg Abandoned Time | Abandoned Calls
So, yes, the target would be the VAG, but how is this attached to the VQ?
[quote author=Tony Tillyer link=topic=5594.msg24476#msg24476 date=1275639088]
...or would it be a StatServer Filter, from the KVP Attached Data...?
[/quote]
Hi Tony,
this would mean i had to create a filter for each skill in use and apply that on each statistic separately, doesnt it? That would be quite a large number in our environment plus not really comfortable to maintain. Further, i didnt get how to display the skill names listet within that format above. might be im a bit slow on the uptake^^
Thanks for your efforts. Hope to hear from you soon.
Cheers
P
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As there are some limits on viewing stats like you are seeing the best way is to design the strategies in order to get what you need. Your goal is I guess to know how many calls of each skill are being answered and handled, correct?
So, if that is the case when you create a VQ for the calls routed to a specific skill you get the incoming number, and now you create a VAG with those skills and filter only those with that specific skill as Tony mentioned you got the whole package. And yes, it is a little bit complicated to mantain but that is how it works because that is how it works. Statserver do what you teach him to do, if not imagine all the possible combinations that it should do.
Lets do an example:
Caller goes to option 2, English, so in your strategy you point to a target with agents with Skill English.
Caller goes to option 1, French, so in your strategy you point to a target with agents with Skill French.
If you monitor the RP now, there is no way to difference these calls, right? Now lets do the trick.
Create 2 Virtual Queues in CME, French and English, as always the best friends.
Now in the strategy open the target object for each and enable the use of Virtual Queues and select each for each type, for english select VQ english, for French, select VQ French. So far no change...save and apply.
Now in CCPulse, make a new workspace and begin to monitor also the VQ, and what do you see?? Yes! the same info as for RP but only for the english calls and french calls without mixing. Does it work for you?
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hey cavagnaro,
thanks for your feedback.
using VQ of course makes perfectly sense and im familiar with it. So the skill , as well as the VAG, can simply be displayed via the VQ target (assuming VQ- name = VQ_<Skill>; VAG- name = VAG_<Skill>.) Should be ok then , but there have been strict requirements by the business, which i'd like to fulfill perfectly. But, i'll say, CCPulse has its limitations... what a bummer!
as i mentioned before, we use skill-based routing. so on every RP- object, there's just a KVP for one requested skill (e.g. RequestedSkill=TechnicalRequest_PiePhone) After IVR/collecting digits every call arrives on a certain Routing Point, dedicated for a single skill, and Agents who got that skill belong to the appropriate VAG. Fortunately, this makes it even obsolete to modify the strategy, which is quite a collossus.
conclusion: you cannot just display a value of a KVP of a Routing Points Annex, but you got that workaround concerning the VQ