Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Campfire on September 21, 2015, 01:50:19 PM
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Hi Guys,
I was making changes in configuration manager for an agent and the changes I make is not recorded in the obj-2-obj table of datamart. But when business made the change in skillset previously it was recorded in the table. Datamart purging is configured for 15 minutes interval and I donot see my change reflected even after a long time. Below is a sample from the table.. Any clues?
PARENT_ID CHILD_ID ADD_TIME ADD_TIME_GMT DELETE_TIME DELETE_TIME_GMT
CS1_0_7048 CS1_13_804 2015-09-01 09:43:22.950 2015-09-01 07:43:22.950 NULL NULL
CS1_0_7048 CS1_13_802 2015-09-01 09:43:22.943 2015-09-01 07:43:22.943 NULL NULL
CS1_0_7048 CS1_13_796 2015-09-01 09:43:22.923 2015-09-01 07:43:22.923 NULL NULL
CS1_0_7048 CS1_13_759 2015-09-01 09:43:22.917 2015-09-01 07:43:22.917 NULL NULL
CS1_0_7048 CS1_13_712 2015-09-01 09:43:22.910 2015-09-01 07:43:22.910 NULL NULL
CS1_0_7048 CS1_13_711 2015-09-01 09:43:22.890 2015-09-01 07:43:22.890 NULL NULL
CS1_0_7048 CS1_13_628 2015-09-01 09:43:22.883 2015-09-01 07:43:22.883 NULL NULL
CS1_0_7048 CS1_13_560 2015-09-01 09:43:22.850 2015-09-01 07:43:22.850 NULL NULL
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check ETL properties to be sure that option is enabled
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Check the tracking module on ETL level. I have encountered similiar issue, where the tracking module has stopped working unexpectly and ETL had to be restarted
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Thanks guys for your response.
I double checked the ETL, Tracking level is at medium and the ETL is enabled. I tried with different user and still not reflecting. Seems as said by Cavagnaro, the service is not able to provide service. How do we check if the tracking module is hung up or not? since the data is not refreshing?
If we restart it hope there wont be any much impact.
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Check the ETL logs for some messages related to the Tracking module or change the log level for tracking module and make a restart. ETL is not a "real-time" application, so there should be not any impact on the platform
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[quote author=sureshcitece link=topic=9112.msg40874#msg40874 date=1442845332]
I double checked the ETL, Tracking level is at medium
[/quote]
How is that? Medium??
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Cavagnaro, I was mentioning the log level of the ETL service from CME which is set to medium.
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??? More confused, there is no such thing as a value "Medium" and Log level doesn't has nothing to do with Tracking module of ETL.
Check your etl config file and verify Tracking is enabled there and that the job is executed by ETL
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Suppose tracking is enabled since in logs I could see the Tracking module running.. One thing I noticed was any changes done in CME for that particular user is nor reflected in obj-to-obj table and for other users it is being updated. So, there is someting to do with his profile?
IIf I recreate his profile, his past data will be gone. Please advise.
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As said, that table doesn't store the information you mention. Is only to know to which parent object (Agent Group for example) it belongs to.
Skills are not part of Reporting Layer but more of Conf Layer
Enviado de meu C6603 usando Tapatalk
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Hi Cavagaro,
You are right. I had it sorted out. The problem is with the stored procedure executed on the DataMart where the object's location skill is checked (added the stored procedure as below). When the object is assigned with skill level for location skill more than 0, the SP is returing results. Problem now is how do we bypass this skill check in runtime of the report so that we retireve the data for the dates he was assigned with 0 location skill?
Select a.child_id, cl.location into #locations
from #agents a, obj_to_obj o2o, object o, cim_locations cl
where a.child_id = o2o.parent_id and
o2o.child_id = o.object_id and
o.object_name = cl.locationskill and
o.object_name like '%_location' and
o2o.delete_time is NULL
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I still do not understand what do you exactly want to achieve - try to describe your needs.
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Again, Genesys has nothing to do with this logic. We have no clue how to help you, all I am doing is to make you see that. That SP was done by someone manually in the DB. Maybe it has a logic problem between all components
Kubig, he wants to show all data based on skills, instead of agent group. He thinks obj2obj table stores login and logout info. But he has no clue how his report works and the query it uses is a mystery for him
Enviado de meu C6603 usando Tapatalk
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No am not saying that obj-to-obj table storing the login logout time. Instead what I am trying to say is explained by Cavagnaro.. ::)
The stored procedure was written by some other team which I am trying to see if any of you guys can help me with although it has nothing to do with Genesys. Is it only login/logout time stored in Datamart/all the activities of the agents like agents ready time,call time etc are also stored in the DB?
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In the DB are stored the data which you are collected and configured on datasourcer component level (i.e. through the DMA). Anybody cannot help you with this, if does not know what data you are collecting and what do you want to achieve.
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Ok let me check on the Datasourcer for the information being collected and try to apply my own logic for the report. Thanks guys for the explanation :)