Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gzooby on July 10, 2013, 06:08:23 PM

Title: GAD - Select multiple disposition codes
Post by: gzooby on July 10, 2013, 06:08:23 PM

Is it possible to give agents the possibility of selecting multiple disposition codes befores they press "Mark done" button??

Thanks!

Title: Re: GAD - Select multiple disposition codes
Post by: cavagnaro on July 10, 2013, 06:18:16 PM

Multiple? No by default, maybe you can do a customization

Title: Re: GAD - Select multiple disposition codes
Post by: gzooby on July 10, 2013, 07:39:15 PM

Yes, agents can only select one disposition code before ending interaction. That generates only one User Event.  What I want is to give agents ths possibility of checking more than one disposition code box, so when they "Mark done", this will generate as user events as codes selected by the agent.

Is this possible? Is it the customization too tough?

Thank you a lot for your early response cavagnaro  :)

Title: Re: GAD - Select multiple disposition codes
Post by: cavagnaro on July 10, 2013, 07:50:01 PM

And where will they be stored?
What you can do is customize to send more than 1 KVP and each KVP stored on a column or All the Strings in 1 single KVP in the form of "value1,value2,value3" and stored on a single column.

Title: Re: GAD - Select multiple disposition codes
Post by: smile on July 11, 2013, 11:02:19 AM

OR you can attach several KVP with the same key name:
disposition=value1
disposition=value2
disposition=value3

but how do you plan to use it in reporting?

Title: Re: GAD - Select multiple disposition codes
Post by: gzooby on July 11, 2013, 12:43:49 PM

I have already done the reporting. I created a statistical type and a filter that counts the user events of type KVP as the following examples (disposition-code,103) (disposition-code,104)...so I can count how many calls have been classified with each code. I have a filter for each code. I know that doing this I will allow to have more classified codes than the number of calls, but that is what I actually want because clients in this case can call agents for so many reasons!
Sorry my english is terrible!
How can i customize this? Is it in GAD custom file?
Thank you a lot

Title: Re: GAD - Select multiple disposition codes
Post by: Kubig on July 11, 2013, 12:47:42 PM

You have to rewrite current disposition code page with related code or write own code with requested funcionality and include this customization to the GAD. this customization will not be a hard stuff, few line with code (I wrote similiar code a few years ago).
All these processes are described in dep or dev guide of GAD

Title: Re: GAD - Select multiple disposition codes
Post by: gzooby on July 11, 2013, 01:02:32 PM

Ok thanks! I will give it a try and share my results later!
;D