Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on April 05, 2013, 10:23:53 AM

Title: CCON/ICON sample reports
Post by: cavagnaro on April 05, 2013, 10:23:53 AM

Hi guys,
I'm kinda new to this tool (on mining) and would like to know if you have some sample reports you get for your customers...
I'm asked to do some analysis on it but as it is the first one I take care on mining would love to see some samples of what is done on other implementations.

Thanks!

Title: Re: CCON/ICON sample reports
Post by: Kubig on April 05, 2013, 01:18:55 PM

Did you mean exactly ICON or GIM? I have already created reports for ICON via DB packages, but they are very dedicated reports to customer's env.

Title: Re: CCON/ICON sample reports
Post by: cavagnaro on April 05, 2013, 04:09:51 PM

Well all that can be shared, just some basic samples and scenarios...

Title: Re: CCON/ICON sample reports
Post by: Timur Karimov on April 05, 2013, 07:42:21 PM

Hi cav
You of coz already study the db reference manual for ICON and GIM. But i also recommend to  take time and read the
Genesys Info Mart 7.6 SQL Queries Guide. Of coz 7.6 db schema have a lot of difference from 8.1, but it can be a good starting point.

WBR Tim

Title: Re: CCON/ICON sample reports
Post by: cavagnaro on April 05, 2013, 10:00:38 PM

Hey Timur,
Yeah, I have read and understand the tables. What I'm looking for is more business samples...how you use this information and how to seek problems with them...or improvements...that is where I'm newbie

Title: Re: CCON/ICON sample reports
Post by: cavagnaro on April 10, 2013, 02:31:25 AM

No one guys? Just some screenshot and a little explanation...

Title: Re: CCON/ICON sample reports
Post by: Kubig on April 10, 2013, 08:22:10 AM

I have created report on attached screenshot for example.

PS: It is not possible to upload the image or any files :-(

Title: Re: CCON/ICON sample reports
Post by: cavagnaro on April 10, 2013, 01:43:50 PM

Can you share maybe on prntscr.com ?

Title: Re: CCON/ICON sample reports
Post by: Kubig on April 10, 2013, 01:46:08 PM

http://prntscr.com/100k3i

Title: Re: CCON/ICON sample reports
Post by: cavagnaro on April 10, 2013, 01:52:44 PM

Thanks Kubig, and what was the idea of this report? On Inbound I see a customer name, also some IDs I don't associate to Genesys at all, maybe an external DB? What is this showing exactly?
Thanks

Title: Re: CCON/ICON sample reports
Post by: Kubig on April 10, 2013, 02:17:36 PM

This is only for example and it is a very old report which I have created for customer. It is a global call report(inbound and outbound), column with agent_id is possible to link to own or Genesys IDs. I think that you need a simple report to understand CCON hiearchie and this example is enough. Of cource I have other reports, which are very complicated, but for begin steps is the report above sufficient

Title: Re: CCON/ICON sample reports
Post by: cavagnaro on April 10, 2013, 03:13:44 PM

Kubig, thanks for the info, but I do know how build queries for reports and stuff like that (select, inner/outer joins, views, etc) but what I need is a business case of use. For example, customer comes with a problem A (call error, bad flow, results not expected) and you analyze and present a report to analyze what happened or many to improve call path or I don't know...something like that...hope you can understand me know

Thanks