Genesys CTI User Forum

Genesys CTI User Forum => Genesys-related Development => Topic started by: Mark Luffman on June 19, 2008, 11:13:29 PM

Title: CCPulse displaying Reason Codes and duration
Post by: Mark Luffman on June 19, 2008, 11:13:29 PM

Hi,

Forgive my ignorance of such a simple requirement. I can see in Stat Server logs that upon EventAgentNotReady the reason is logged as "ReasonCode"  "1" or 2, 3, 4 etc. Filters have been created in our solution (by third party) called LUNCH = PairExists("LUNCH","1"). Should this be LUNCH = PairExists("ReasonCode","1")??

Also, how do I create a stat to use in CCPulse to show the CurrentTime relating to the reason entered. We have approx 30 reasons in total. Do I need to create a new stat for all of them?

Thanks

Mark

Title: Re: CCPulse displaying Reason Codes and duration
Post by: cavagnaro on June 19, 2008, 11:55:50 PM

check the tserver logs for a better understanding.
also yes, you have to create a filter and a statistic for each one of your reasons

Title: Re: CCPulse displaying Reason Codes and duration
Post by: hiteshjb on July 09, 2008, 07:09:40 PM

This can be done with CCPulse 7.5 without any filters.

What version of CCPulse and Stat Server you are on?

- Hitesh

Title: Re: CCPulse displaying Reason Codes and duration
Post by: Dionysis on September 07, 2008, 01:38:43 PM

I've done a lot of work on this and never had much success.

Filters on the reason code pair are the best way I've found, but never been able to display the actual reason as a status.

So I have templates with all the reason codes showing the time in not ready with appropriate filters.  I then created a threshold/action to hide anyone not in a not ready state.  So the team leaders can see who is currently NotReady in one list, along with the times they have spent in each state.

CCPulse 7.5 does show reason codes, but not in a template, it only shows in the "Monitor Extended Current Status" section as far as I know, this is not really useable for your average user.