Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: S2H on September 14, 2015, 03:42:00 PM

Title: Whether DCID is used only for call related actions and status?
Post by: S2H on September 14, 2015, 03:42:00 PM

Total_Calls_Entered

MAIN MASK - CallEntered
CATEGORY  - TotalNumber
SUBJECT  - DNAction
OBJECTS  - GroupQueues, Queue, RoutePoint
FORMULA  - DCID

For CALL - When an interaction enters the queue more than once, based on the dcid the call will be counted once.

For CHAT - I have used the same stat for chat, and when the interaction enters the queue more than once,
each time the count increments.

Whether DCID is used only for call related actions and status?

Title: Re: Whether DCID is used only for call related actions and status?
Post by: Adam G on September 14, 2015, 04:16:48 PM

DCID = [i]Distinct by ConnID[/i].  The Formula identifies a [i]Connection ID[/i].  If webchat has a [i]ConnID [/i]and you can implement DCID onto the Stat, it should count multiple pass-through Interactions only once.  If webchat (logs) do not contain a ConnID, then DCID is invalid for that interaction type.

Title: Re: Whether DCID is used only for call related actions and status?
Post by: terry on September 15, 2015, 01:43:52 AM

Multimedia interactions don't have interaction I'd as their "natural" property - it just temporary generated for processing usually by URS. Different runs of strategy for the same interaction for example easily can have different connection id.