Genesys CTI User Forum > Genesys CTI Technical Discussion

CCA, agent froup and agent reports

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Lei Yein:
eva.
the report sholud look like following...

Talk Time Call answered ....
Group_ABC
Agent_1 XX:XX:XX XX
Agent_2
Agent_3
---- -------
Sub Total
========= ===========

Agent Group_DEF
Agent_4
Agent_5
Agent_6
----- ----
Sub Total
=========== ========

Note : I have set up this relationship in the CME under AGENT GROUPS (group_ABC and group_DEF and respective agents), but I have no idea on how to retrieve the information out.

eva:
Hi,

there are more ways to create a agent repot group by agent groups.

1. You can create an Agent Report in the DMA.
Select the Agent Group "Agent Group_ABC" instead of "All
Agents".
So you have a group by the Agent Group_ABC.

2. You can work wiht Views in your DB.
Create a View which select all Agents they belong to the Agent
Group_ABC.

select a.object_id,
a.object_name,
a.presentation_name,
o.add_time as add_time_agent,
o.delete_time as delete_time_agent,
oto.add_time as add_time_group,
oto.delete_time as delete_time_group
from o_agent_day a, object o, obj_to_obj oto
where a.object_id = oto.child_id AND
o.object_id = oto.parent_id AND
o.object_name in ('Agent Group_ABC')

If it´s helpful, I can send you an Report where we have group agents by agent groups. (Brio)

Eva

cumi:
it is in the CCA doc written, i don't know exactly...there are some additional options etl propertiesfile (trans_and_agg.properties).

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