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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: alphillips on March 09, 2012, 06:47:09 PM

Title: SDNA thresholds
Post by: alphillips on March 09, 2012, 06:47:09 PM

I'm trying to set up thresholds for different call statuses. Call inbound between 5 and 7mins, call inbound more than 7 mins, after call work between 4 and 6 mins and after call work more than 6 mins.    I've been able to set up a a threshold for call inbound more than 5 mins using:

if (Threshold.StatValue = StatAction.SDNACallInbound) then
  Threshold.ActionDelay = 300
  Threshold.Result = true
else
  Threshold.Result = false
end if

and for more than 7 mins using:

if (Threshold.StatValue = StatAction.SDNACallInbound) then
  Threshold.ActionDelay = 420
  Threshold.Result = true
else
  Threshold.Result = false
end if

BUT only the first threshold will work. For example, when the call exceeds 5 mins, the agent in question flashes yellow but when the call gets to 7 mins it doesn't change to red, instead it stays yellow.  I think this is because i have not  specificed "between 5 and 7 mins" on the first threshold. Can some one please help me with the programing of this????

Title: Re: SDNA thresholds
Post by: cavagnaro on March 09, 2012, 06:50:41 PM

Over which metric are you applying this?
Wouldn't it be easier to create a template with the Current Inbound Talk Time and do the threshold in there?

Title: Re: SDNA thresholds
Post by: alphillips on March 09, 2012, 06:54:32 PM

Not exactly sure what you are asking about when you ask for which metric.....

The LOB (line of bussiness) that I service has asked for the threshold to be set up in the view they are currently using (Logged in agents) for the "Status - Reason" and "Status" columns.

Is is not possible to set a "range" for the thresholds referenceing SDNA?

Title: Re: SDNA thresholds
Post by: cavagnaro on March 09, 2012, 07:06:45 PM

It was discussed previously and the fact is that it doesn't do what you need exactly, there is no TRUE, FALSE, all it does is a trick to put it in red when a condition is met (Inbound) and put a pause (delay) for N seconds apply a color while the pause is on, but actually not evaluation of the time of the event.
[url=http://www.sggu.com/smf/index.php/topic,6689.msg29380.html#msg29380]http://www.sggu.com/smf/index.php/topic,6689.msg29380.html#msg29380[/url]

Therefore the correct and more power solution would be to add a new column with the Current_Inbound_Talk_Time so you can measure correctly the time of the Inbound interaction