Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on February 25, 2014, 02:40:57 PM

Title: Campaign Answers by Agent
Post by: PFCCWA on February 25, 2014, 02:40:57 PM

Hello,

I am running a report (CCA) to display campaign answers by agent.
It is not available in CCA, out of the box I think.

To do this I set up an option in statserver below:
[TotalNumberCampaignAnswer]
Category=TotalNumber
MainMask=UserEvent
Objects=RegDN, Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

with filter:
Campaign_Answer=PairExist("GSW_CALL_RESULT", "33")

This works but double counts each result.  For example if an agent answers outbound campaign call, and marks result as answer, stat shows 2.
Is the statistic above set correctly? or does user event occur twice for the figure to increment twice?

We need this stat to distinguish between calls with customer and answer machine, which are also routed to agents.

thanks

Title: Re: Campaign Answers by Agent
Post by: cavagnaro on February 25, 2014, 03:53:37 PM

Wouldnt be easier to count Outbound calls by agent with those GSW values as filters only?

Title: Re: Campaign Answers by Agent
Post by: PFCCWA on February 26, 2014, 10:30:19 AM

Would be easier if it worked.
Have resolved by using the following statistic and filter:

[TotalNumberUserEvent]
Category=TotalNumber
MainMask=UserEvent
Objects=RegDN, Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

[i]filter for campaign answers:[/i]
PairExist("GSW_CALL_RESULT", "33") & PairExist("GSW_USER_EVENT", "RecordProcessedAcknowledge")

[i]filter for campaign answer machine:[/i]
PairExist("GSW_CALL_RESULT", "9") & PairExist("GSW_USER_EVENT", "RecordProcessedAcknowledge")

Title: Re: Campaign Answers by Agent
Post by: minuteman on March 04, 2014, 06:02:19 AM

Just out of curiosity - why you don't use standard outbound actions in stat definitions, like

[CampAnswers]
Category=TotalNumber
MainMask=DialAnswer
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

Title: Re: Campaign Answers by Agent
Post by: PFCCWA on March 04, 2014, 12:40:12 PM

I am reporting by agent.. that statistic counts by the objects displayed ie campaign, calling list.