Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dionysis on November 14, 2016, 02:54:03 PM
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Hi guys,
I've come across an issue recently which I've seen before quite a while ago but it seems to have been reintroduced.
I'm using the latest 8.5 version of WDE, Pulse and Stat Server.
If an agent changes their state to Not Ready with a reason of "break" at 10:45am, then returns from their break and changes their NR reason to "admin" at 11:00am. At 11:15am they show as being in Not Ready with a reason of "admin" for 30 minutes in Pulse, when in fact they have had a 15 minute break and 15 minutes of admin in that time.
With 8.1 IWS, Stat Server, and CCPulse, this was not the case.
Has anyone come up against a similar issue? I've searched the Genesys support site and found an old ticket with the same issue stating that it was fixed in a specific version of stat server 7.0.
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What does SS logs show?
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Stat server shows exactly what the behaviour is. I see a separate EventAgentNotReady for each reason change.
I've also tested using CCPulse and I see the same behaviour there as well.
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If you compare both 8.1 and 8.5 events, the content of them is exactly exactly exactly the same? Even with Reason Codes and Extension Data?
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I don't have an 8.1 workspace set up for this tenant, let's see what I can throw together though... please hold.
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I couldn't reproduce the issue in 8.1. Read: I was too lazy to deploy a stat server to replicate it properly.
Here's the solution though, I ended up raising a support ticket with Genesys.
Instead of the standard CurrentState statistic, we need to use a different one:
[CurrentStateReasons]
Category=CurrentStateReasons
MainMask=*
Objects=Agent
ReasonStartOverridesStatusStart=yes
Subject=DNAction
* note: I have not tested this yet, that's a job for tomorrow.
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I also had this issue and it worked for me by using:
[ExtendedCurrentStatusReasons]
Category = CurrentStateReasons
MainMask = *
[color=red]ReasonStartOverridesStatusStart = yes[/color]
Objects = Agent
Subject = DNAction
It's mentioned in the manual somewhere in a deep dark corner ... (Page 53 StatServer User Guide)
[i]Determines how Stat Server computes currentstate statistics. If this option is set to no, Stat Server uses the timestamp that is affiliated with the agent’s current status, as in prior releases, to determine statistical values. If this option is set to yes, Stat Server also considers the timestamp that is affiliated with changes in reason code. Setting this option to yes enables Stat Server to provide more refined results for those circumstances in which agents designate different reasons for being in the same state.[/i]