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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: anandapriyan on August 19, 2016, 02:29:02 PM

Title: Voice Media get increased wrongly
Post by: anandapriyan on August 19, 2016, 02:29:02 PM

Hi,

I have logged in to the [b]EMail [/b]media only but both[b] email stats and voice stats[/b] for the  agent status get increased.
Note :  If the agent is logged in and then logged off all the media also but the voice media stats gets increased.

But it working good only when logged in to the voice media
.Kindly looking for your suggestion.

Title: Re: Voice Media get increased wrongly
Post by: cavagnaro on August 19, 2016, 02:29:46 PM

Create a filter MediaType for each

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Title: Re: Voice Media get increased wrongly
Post by: anandapriyan on August 19, 2016, 02:31:25 PM

Yes the filter has been created and added.

For Voice
Media type = voice
For Chat
Media type = chat
For Email
Media type = email.

But the voice stats alone get increased in the email media and chat medias.

Title: Re: Voice Media get increased wrongly
Post by: cavagnaro on August 19, 2016, 03:25:30 PM

Can you post StatServer logs showing the agent capacity?
Also, post the voice metrics please


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Title: Re: Voice Media get increased wrongly
Post by: anandapriyan on August 23, 2016, 08:14:10 AM

The stats used for Total Login Time are given below:
For all three media types.
And applied respective filters in the each stats.

MainMask - *,~LoggedOut,~NotMonitored.
Category - TotalTime
Subject  - DNStatus
Objects  - Agent,GroupAgents.

Whether agent capacity should be configured in the CME to solve this problem ?

These stat will get increased for the voice media even when the voice media has been logged off.

Kindly looking forward for your solutions. ?

I have found the reason for this problem in the genesys forum, Below i mentioned the link

[b]https://genesyspartner.force.com/customercare/pkb_Home?id=kA0U00000004TXjKAM&l=en_US&fs=Search&pn=1[/b]

Whether it is the limitation for voice,email,chat media.?  How to solve this issue?

Title: Re: Voice Media get increased wrongly
Post by: anandapriyan on August 25, 2016, 09:45:21 AM

Hi any reply for that issues. Kindly looking forward for the possible solutions?

Title: Re: Voice Media get increased wrongly
Post by: Kubig on August 25, 2016, 10:31:23 AM

I am using following filter in general:

(MediaType=email) | (PairExist("MediaType","email" ))

And it is working as expected for specific channel. So, check your filter configuration as well as your StatServer version.

Title: Re: Voice Media get increased wrongly
Post by: anandapriyan on August 25, 2016, 11:27:34 AM

Thanks for your reply,

I have applied this respective filter in the respective stats in the stat server. But now also the voice stats get incremented while logging into the other media. The stat server version used : [b]8.1.100.11 [/b]

Is there any limitation like that. Whether voice media will always give the values until the agent logged out?.

Because in the extended status pane it shows as the monitored and not ready for next call.

Title: Re: Voice Media get increased wrongly
Post by: Kubig on August 25, 2016, 12:10:08 PM

Did you modify the default Status priority? If yes, try it with default configuration.

Title: Re: Voice Media get increased wrongly
Post by: anandapriyan on August 25, 2016, 12:29:16 PM

i did not modify the default status priority .?

And please can you suggest me how to check , what default status priority has been set ? Under which options it will be available?

Title: Re: Voice Media get increased wrongly
Post by: Kubig on August 25, 2016, 01:23:51 PM

Try newer version of StatServer - 8.1.0xx.xx was very bugy. Always try the non-working functions on the latest version of specific component - as I said, the media-based filtering is working correctly.