Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: anandapriyan on November 02, 2016, 04:22:45 PM

Title: Inbound Transfer email statistics Not get Loaded
Post by: anandapriyan on November 02, 2016, 04:22:45 PM

Team,

When we made the[b] inbound transferred email[/b] in the IWS. The mail is being [b]transferred[/b] to the another agent.
But the statistics not get loaded in the CCPulse. It shows count as [b]Zero  [/b]. Kindly looking forward for your suggestions.



Thanks,
Anandapriyan.R

Title: Re: Inbound Transfer email statistics Not get Loaded
Post by: n3vek7 on November 03, 2016, 03:48:45 PM

What stats? Q? Agrp? What's your stat definition? Are you reporting on VQ, IxnQ, etc.?
Please give more details.

Title: Re: Inbound Transfer email statistics Not get Loaded
Post by: anandapriyan on November 04, 2016, 06:47:14 AM

Its Agent related Stats.  Email is Going through Interaction Queues. Kindly looking forward for your suggestions. 

Title: Re: Inbound Transfer email statistics Not get Loaded
Post by: cavagnaro on November 08, 2016, 12:39:46 PM

You using same StatServer for both? As said, is java enabled? Logs?

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Title: Re: Inbound Transfer email statistics Not get Loaded
Post by: anandapriyan on November 08, 2016, 12:49:42 PM

We are using  the Single stat server. In the connections tab, We removed the T-server connection(For Email Purposes) . And the java section is enabled.

The[b] inbound email transfer statistics[/b] and[b] inbound email terminated statistics[/b] is not get loaded for the Resource_Email_Handling templates in the CCPulse.

Thanks,
Anandapriyan.R

Title: Re: Inbound Transfer email statistics Not get Loaded
Post by: cavagnaro on November 08, 2016, 01:16:49 PM

What you mean not loaded? Showing NA or just zero?
Which TServer did you remove?


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Title: Re: Inbound Transfer email statistics Not get Loaded
Post by: anandapriyan on November 08, 2016, 01:21:54 PM

Both stats are shown as zero. Its  T server Avaya is removed. Since we need to work on only email interactions.

Title: Re: Inbound Transfer email statistics Not get Loaded
Post by: cavagnaro on November 08, 2016, 01:28:55 PM

And you sure this SS has a connection to IXN, right? Can you show the startup logs?

Title: Re: Inbound Transfer email statistics Not get Loaded
Post by: anandapriyan on November 08, 2016, 01:39:29 PM

I am sure that, We are connected to the right IXN server.

And in the Genesys KB, I have found the following article related to the problem. Below mentioned the link.

https://genesyspartner.force.com/customercare/pkb_Home?id=kA4U00000008blxKAA&l=en_US&fs=Search&pn=1

Please give the suggestions. Based on the article.

Title: Re: Inbound Transfer email statistics Not get Loaded
Post by: Kubig on November 08, 2016, 01:42:42 PM

What says SS log (startup)? What is the statistic definition? Without any further information nobody is able to help you with that.

Title: Re: Inbound Transfer email statistics Not get Loaded
Post by: cavagnaro on November 08, 2016, 01:44:52 PM

[quote author=anandapriyan link=topic=9936.msg45124#msg45124 date=1478612369]
I am sure that, We are connected to the right IXN server.

And in the Genesys KB, I have found the following article related to the problem. Below mentioned the link.

https://genesyspartner.force.com/customercare/pkb_Home?id=kA4U00000008blxKAA&l=en_US&fs=Search&pn=1

Please give the suggestions. Based on the article.
[/quote]

Well...you show a KB which has an answer and still want an interpretation? So...if you refuse to help us to help you and put in our face "this is the answer!"...what you expect to happen?

If you think that is your answer then it is already answered.