7.5, genesys desktop, category, reporting

Hi,
do You have some example how to configure categories (for example platinum, gold , silver) that agents be able select in his desktop (standard genesys desktop) and to be able make statistics including categories.
Something like categories in 6.5 enviroment configured in the contact server options.
Doo-Bop

Hi,

Multimedia and Genesys Desktop does not support Category reporting like in ICS. Also there are no DataSourcer for ContactServer 7.5 available, which means that all CCA reporting from ContactServer stops when migrating from ICS to MM…

Maybe you can develop some custom reporting, ie write to db from Genesys Desktop, and then use Excel for direct access to the stats?

You could create some custom code for GAD which will allow the agents to select from a drop down box.
The values can be fed from Business Attributes within CME. From this, you can set up filters in CCA which will enable you to report on how many times each agent / group (and other things) has manually selected the option.

We have done similar in our environment for ‘wrap codes’.

I think the code might actually be availble on DevZone!

Mark

Yes I see ,
but there is one problem. You have to mark call as some category before mark done pressing.
Doo-bop

Yeah, thats one of those things with GAD really!

You can do this in GAD withou coding using Business Attributes:

Create a new “Business Attribute” in the CME “Business Attributes” folder:

Give it a UserData Key name as its Name
give it any display name you want

Navigate to the “Interaction Attributes” BA and open its “Attribute Values” folder
Add a new Attribute Value with a name matching your new BA name.
In the annex tab add a new section “settings” and add an option called “is-sortable” - set the value to “true”.

Navigate to the “Interaction Custom Properties” BA and add a new Attribute Value here as well:
Name should be your other BA name and Display name as you want to see in GAD.

You will now see your option on the Custom Data tab in GAD and your value will be stored in the StrAttribute1 field in the UCS [Interactions] table for reporting.

Hope that helps…

Is it wrong that this made me laugh?

Sorry - didn’t want to make anyone suck eggs - but they also called this “Enumerated Types” folder or something for a version or two - just trying to be specific!!