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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: pdavid on January 29, 2014, 06:57:52 PM

Title: Interactive Insights; Agent Groups (active/inactive)
Post by: pdavid on January 29, 2014, 06:57:52 PM

Hello folks,

I've searched, and read, and have not come across a thread on the below.

My enterprise uses Insights to report out agent and queue data, one of the issues is when it comes to pulling data by agent group, the selection includes both active and inactive agent groups - which is pretty inconvenient for the business. Is there a way to filter out inactive agent groups so when users are pulling data the selection they see as options are active agent groups? We use 7.6 if that helps.

Any assistance/guidance would be appreciated.

Title: Re: Interactive Insights; Agent Groups (active/inactive)
Post by: cavagnaro on January 29, 2014, 07:02:48 PM

What is an inactive AG?

Title: Re: Interactive Insights; Agent Groups (active/inactive)
Post by: pdavid on January 29, 2014, 08:26:04 PM

In Configuration Manager, when we create an Agent Group, and add genesys agents to it. When the agent group is no longer needed they are deleted. The challenge is it remains as a possible selection when pull reports from Interactive Insights, I'm looking to see if there is a way to filter out the inactive (deleted) agent groups.

Title: Re: Interactive Insights; Agent Groups (active/inactive)
Post by: Kubig on January 30, 2014, 07:42:45 AM

I am totally sure, that this behavior is not an issue, but behavior by design and it is right,logically a helpful. How do you want report interactions and traffic for agent belong to specific VAG which is currently not used? It is clear that is necessary to store information about all reported objects in entire call center solution.

GIM and GII are very strong tools and solutions, hence you can customize your queries whatever you want , so your need should be solved on that level.

Title: Re: Interactive Insights; Agent Groups (active/inactive)
Post by: Fra on January 30, 2014, 05:16:22 PM

[quote author=Kubig link=topic=8191.msg36107#msg36107 date=1391067765]
How do you want report interactions and traffic for agent belong to specific VAG which is currently not used?
[/quote]
Kubig, I believe that pdavid asked exactly the opposite: how can he'remove' the deleted AGs from the reports pulled from Interactive Insight, as the business doesn't want to see them.

Fra

Title: Re: Interactive Insights; Agent Groups (active/inactive)
Post by: Adam G. on January 30, 2014, 06:33:09 PM

I don't know about II but in Infomart the Agent Groups are visible the View GROUP_ and there is a field called END_TS which contains a timestamp of when that Agent Group is deleted. I'd guess a tweak in II is needed along the lines of END_TS [i]IS NULL[/i].

Title: Re: Interactive Insights; Agent Groups (active/inactive)
Post by: pdavid on February 04, 2014, 09:56:58 PM

Correct, Fra..I want to see if there's a way to filter out the inactive agent groups. Thanks Pavel I'll try that and see if works.