Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: New... on July 18, 2012, 07:18:27 PM

Title: Need to figure out the first agent who made himself ready for call...
Post by: New... on July 18, 2012, 07:18:27 PM

Hi,

Is there any way to figure out the first agent who made himself available first? Among n number of agents, need to figure out who was first available for taking the calls ( ie: the first instance of making himself available after login).

Title: Re: Need to figure out the first agent who made himself ready for call...
Post by: cavagnaro on July 19, 2012, 04:17:58 AM

Are you sure of what you are asking? That it kinda very very strange question and no sense...you will see...as long as you don't have robots as agents...then chances that exactly 2 agents become ready in matter of milliseconds is almost impossible...the event will arrive to TServer differentiated by ms even and TServer will send the message to other components like URS and StatServer in matter of another milliseconds so even when the hour:minute:second can be the same, the chance to find 2 ReadyEvents on same ms is almost null as you can imagine and figure out...
So under this scenario (real life) you will find no need to have that and as you may already have understand TServer will know it and do the job for you.
Now if you are talking about a Reporting POV then again TServer will have and send this info to StatServer. On StatServer you can enable some special tables to be written to so you can collect a lot of usefull information and make reports of them as you wish...(no default templates or reporting solution for this. Yes it  all on the documentation. Yes the tables structure too. No we don't have magic solutions to install. Yes Genesys supports it. Yes, it is all explained again on documentation. No I don't have a magic ball with me.)  ;D

Cheers!

Title: Re: Need to figure out the first agent who made himself ready for call...
Post by: New... on July 19, 2012, 03:20:46 PM

Thanks for the response :) Actually the client wants to award the agents who come in and get in to the work immediately.... So they were looking for some report like this...

Title: Re: Need to figure out the first agent who made himself ready for call...
Post by: Adam G. on July 19, 2012, 03:57:22 PM

As Cav said, use the StatServe tables and write a Hyperion\Crystal report.

Title: Re: Need to figure out the first agent who made himself ready for call...
Post by: Adam_W on July 25, 2012, 04:02:22 PM

Should also be easy enough to achieve this in Info Mart if you have it, by querying the SM_RES_STATE_FACT table...