Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: meldridge on September 17, 2012, 10:17:54 PM

Title: Simple Target Selection Question - for Genesys ICS 6.5
Post by: meldridge on September 17, 2012, 10:17:54 PM

I have been administrating an ICS 6.5 platform for years, but I have never actually witnessed the following scenario until today while building a VRP for a small set of new users. Here is what I have:

Skills based routing with a single skill, single VRP, single strategy. The select object selects targets based on Skill with a statistic of max(StatTimeInReadyState). Three agents log in and enter a Ready state in the following order: Agent1, Agent2, Agent3. When the first email arrives, naturally it is routed to Agent1, who handles it and returns to a Ready state. When the second email arrives, I would expect it to route to Agent2, since that agent's StatTimeInReadyState should now be the greatest of the three, but instead the second email routes to Agent1 again. 3rd and subsequent emails behave in the same way.

My question: why arent the emails routing in a round-robin fashion based on which agent has been ready the longest as the statistic would imply?

Title: Re: Simple Target Selection Question - for Genesys ICS 6.5
Post by: cavagnaro on September 17, 2012, 10:35:45 PM

Simple question:
StatTimeInReadyState is measuring Actions or Status. If measuring Actions then would explain it, change it to Status monitoring and should be fine.

Title: Re: Simple Target Selection Question - for Genesys ICS 6.5
Post by: meldridge on September 17, 2012, 10:40:27 PM

How do I determine which it is measuring?

Title: Re: Simple Target Selection Question - for Genesys ICS 6.5
Post by: kubikle on September 17, 2012, 11:03:12 PM

Might be URS is available (covering first 3 calls all routed to Agnet1)? Also what is URS version?
StatTimeInReadyState you are using - is that one of predefined statistics in IRD?

Title: Re: Simple Target Selection Question - for Genesys ICS 6.5
Post by: cavagnaro on September 17, 2012, 11:58:04 PM

[quote author=meldridge link=topic=7431.msg31779#msg31779 date=1347921627]
How do I determine which it is measuring?
[/quote]
See the Stat definition on IRD (screenshot maybe?)

Title: Re: Simple Target Selection Question - for Genesys ICS 6.5
Post by: meldridge on September 18, 2012, 12:05:10 AM

From IRD...
Name: StatTimeInReadyState
Type: Predefined
Category: CurrentTime
Subject: AgentStatus
Filter: Blank
Access: RHD

Title: Re: Simple Target Selection Question - for Genesys ICS 6.5
Post by: cavagnaro on September 18, 2012, 12:28:07 AM

[quote author=meldridge link=topic=7431.msg31782#msg31782 date=1347926710]

Subject: AgentStatus

[/quote]

Well then it should be ok...strange. check URS and StatServer logs. Probably you will find something there

Title: Re: Simple Target Selection Question - for Genesys ICS 6.5
Post by: meldridge on September 18, 2012, 04:50:27 PM

I find several instances of the following in URS log:

_M_I_006a02151c2b5086 [smGetStatObject] ask statistic StatTimeInReadyState@StatServer <request= 4756, status= 1> for 099001656
====================== Target Information =====================
Target Name    < 099001656 >
Target Location < StatServer >
Target Type    < A >
STATE MAPPING INFO - STATISTIC < ##state >:
Stat Server Statistic: NOT available
Modelling Statistic  : NOT available
STATISTIC < StatTimeInReadyState >
==============================================================

So it looks as if that statistic is defined in URS but not in StatServer. Any idea what the correct definition should be in StatServer?

Title: Re: Simple Target Selection Question - for Genesys ICS 6.5
Post by: cavagnaro on September 18, 2012, 06:28:25 PM

[StatTimeInReadyState]
Category = CurrentTime
Subject = AgentStatus
MainMask = CallWaiting
Object = Agent

Title: Re: Simple Target Selection Question - for Genesys ICS 6.5
Post by: meldridge on September 18, 2012, 07:15:09 PM

StatServer doesn't seem to like the

  MainMask=CallWaiting

Is it possible that this should be

  MainMask=WaitForNextCall

instead?

Title: Re: Simple Target Selection Question - for Genesys ICS 6.5
Post by: cavagnaro on September 18, 2012, 08:13:02 PM

Oh yes, sorry for  my mistake. That is the one

Title: Re: Simple Target Selection Question - for Genesys ICS 6.5
Post by: meldridge on September 18, 2012, 11:24:36 PM

It appears that my problem is solved! Thank you so much for the help, Cav!