SF for MCR?

[cavagnaro]

Hi guys,
I do have a customer that would like to measure emails answered into the first 24 hours...is this doable? I'm kinda lost on MCR stats yet...
Thanks

[René]

Hi Cav,

Unfortunately, it isn't possible to measure this using Genesys statistics as incoming and outgoing emails are two different interactions. I solved the same request in the past using custom database and storing interaction Id at the moment when emails is received and updating this record when reply is sent out (original incoming interaction id is available in the parentId field).

If you are on eServices 7.6.1 or newer you can use Interaction Server's Event Logger feature for this purpose as well.

R.

[fnunezsa]

What about getting that info from UCS Database?

[cavagnaro]

Hum...and what about not when email was sent (because can be days, right?) but only when it was distributed to an agent?
I saw that event logger too, will check it on more detail.

Thanks a lot guys, will see these possibilities

[René]

Hi Cav,

[quote]Hum...and what about not when email was sent (because can be days, right?) but only when it was distributed to an agent?[/quote]
We solved that by agent desktop application updating the custom table when interaction was marked done. But it requires customization of agent desktop application that isn't always possible.

R.

[cavagnaro]

:S MCR stats sucks!

[cavagnaro]

Following with this Genesys told me this:

[quote]It may be possible to implement required statistics through restricted MCR Reporting Toolkit application, which is available only through PC engagement. Please engage PS team to help in development in required report using MCR Reporting Toolkit.[/quote]

Any idea on what is this??

[bandorka]

Hi,

Reporting Toolkit is able to give some java based statistics from the "interactions" table. But remember, this is only real time, not historical. You can filter this table like this (from StatServer options) eg:

[java-extensions]
BPR_DB_Extension.jar=true

[java-extensions-bpr-db]
java-extension-jar=BPR_DB_Extension.jar
jdbc-driver=com.inet.tds.TdsDriver
jdbc-url=jdbc:inetdae7:hostname:1433?database=databasename
user=sa
password=92028D59D2FA9343EE0837E7669B5979
verbose=debug
tenant-ids=Environment=1;BPR Extension=129;EmailTest=102

[BPR_SQL_Result]
Category=JavaCategory
Description=BPR - SQL Result.
JavaSubCategory=BPR_DB_Extension.jar:BPR SQL Result
Objects=StagingArea, Tenant

[BPR_SQL_Result_Max_Wait_Time]
Category=JavaCategory
Description=BPR - SQL Result.
JavaSubCategory=BPR_DB_Extension.jar:BPR SQL Result
Objects=StagingArea, Tenant
sel-value=max(cast((getutcdate()-moved_to_queue_at) as float)*24*60*60)

[BPR_SQL_Result_Average_Wait_Time]
Category=JavaCategory
Description=BPR - SQL Result.
JavaSubCategory=BPR_DB_Extension.jar:BPR SQL Result
Objects=StagingArea, Tenant
sel-value=avg(cast((getutcdate()-moved_to_queue_at) as float)*24*60*60)

[Filters]
BPR_DB_priority=PairExists("sql_select","{WHERE=priority=1}")
BPR_DB_gold=PairExists("sql_select","{WHERE=customer_segment='GOLD'}")
BPR_DB_gold_and_priority=PairExists("sql_select","{WHERE=customer_segment='GOLD' and priority=6}")
BPR_DB_age_and_gold=PairExists("sql_select","{WHERE=cast((getutcdate()-moved_to_queue_at) as float)*24*60 >= 30 and customer_segment='GOLD'}")
BPR_DB_age_interval_and_gold=PairExists("sql_select","{WHERE=(cast((getutcdate()-moved_to_queue_at) as float)*24*60>=20) and (cast((getutcdate()-moved_to_queue_at) as float)*24*60<30) and customer_segment='GOLD'}")

Regards,
Bandorka

[cavagnaro]

Nice!!! Thanks a lot! That looks very promising! The fact that is restricted by some reason SUCKS! Really MCR stats are a very poor condition and I don't imagine a CC using an "Elite" software and then not being able to measure their performance...how you do on a day to day customer or is that they don't care???

[René]

Hi Cav,

I think you have two options now - use some bespoke solution based either on your custom database or Interaction Server Event Logger DB or use MCR Reporting Toolkit. Both ways should provide you with the statistics you (customer) are after. Usage of Event Logger DB might be easier but you get historical statistic only. Reporting Toolkit will require more work - development of custom Java extensions and I think that Genesys PS must be involved.

R.

[cavagnaro]

Yes René, using EventLogger seems the way to go as PS is still analyzing my requirements and see if doable... :S
What I have done also is open a FR on Genesys side, waiting....
Now but I consider strange or not understanding the point of view is that when we sell the solution to customers and even the commercial PPTs claim with fireworks and all stuff (yes I also know many of those slides are marketing ideas only) is that customer will win basically 2 things:
1. Routing Intelligence
2. Complete view of their business logics and therefore improve customer satisfaction (yes, we sell satisfaction on the other side)

Now, how can we tell that our customers are doing a good/bad job delivering satisfaction or making good routing choices with their business intelligence if we can't measure? As we all know, you can't control what you can't measure. So making a pain in the ass the fact to be able to measure what we are supposed to control natively makes me wonder if we are selling a good product or not? Does Genesys has plans to complete it?

I never touched ICS so no idea if can compare those at stats level, but again, a huge ? over my head: How does bigger contact centers do to measure their needs? If I, with a small contact center, am having a huge problem giving basic stats (for what I consider basic) like answer time per service channel then I can't imagine bigger installations or the "speech" installers give to peace the waters and accomplish their mission, satisfy the Genesys users...or maybe it is because my lack of training? I like to learn and read and play/destroy but here I found a hard one...

You may say: "We do a development" but aren't we supposed to be able to explode the solution in a way that customer claims "Nice! We now can see all that!!!!" but now is more like "What? But on voice we can do it!!!"....

So now on I'll do my best on satisfying my customer, but poor me if he asks more detailed information...

[cavagnaro]

Well at least I got something from Genesys...by the end of the year a new addon will come to StatServer and will be able to provide all voice features to MCR components!!! I already suscribed to be a beta! Lets see how this goes! Will let you know

[cavagnaro]

Guys,
For the MCR Reporting Toolkit is GIM licensing mandatory??

[YevgeniyP]

MCR Reporting Toolkit is restricted, but free.

[cavagnaro]

that is interesting....seems that as nobody has asked for it then they are lost...
Thanks!