Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: teasea on August 24, 2011, 10:39:28 PM

Title: eServices - SrlId
Post by: teasea on August 24, 2011, 10:39:28 PM

Hello All,

The following is a section of log that I'm working with.

13:00:50.371 Trc 26015 Received message 'ExternalServiceResponse' ('501') from client 'email_server1' - Third party server:0:1676, message attributes:
attr_envelope [list, size (unpacked)=325] =
  'Service' [str] = "Email"
  'Method' [str] = "AutoResponse"
  'Parameters' [list] = (size=67)
      'NewInteractionId' [str] = "00008a74TBQK3R67"
      'SrlId' [str] = "00005a70TK4X1QNP"
attr_ref_id [int] = 504427


Is there a way to map the SrlId back to the category/sub category defined in Knowledge Manager?  Ultimately trying to report on the number of times a response is used in an autoacknowledge.

Thanks!
[/list]

Title: Re: eServices - SrlId
Post by: teasea on August 24, 2011, 10:41:05 PM

Ah...forgot to mention reporting is via CCA

Title: Re: eServices - SrlId
Post by: René on August 25, 2011, 05:24:27 PM

Hi,

Yes, it's possible by querying 'StandardResponse' table in UCS database.

How many standard responses do you have? I'm asking as reporting via CCA will require configuration of filter for each standard response and new CCA template with set of the same statistics with different filter. It might be easier querying 'StandardResponseUsage' table in UCS database that holds information about used standard responses with link to an interaction.

R.

Title: Re: eServices - SrlId
Post by: teasea on August 26, 2011, 05:24:37 PM

Thanks Rene,

Appreciate your feedback!

Title: Re: eServices - SrlId
Post by: fnunezsa on August 26, 2011, 06:45:18 PM

Just out of curiosity, what would be a case of use for such report?