CCA and attach data

Genesys Cloud Routing
1

Does anyone know of a way to create CCA reports based on the attach data received with the call or a skill?

What I need to find out is how to be able to create reports per agent categorized by what type of call they have received. Since we only have one DNIS, we rely on a multiskill call center aenvironment to get the job done. We are using skill based routing, our agents usually handles several types of calls, depending on what skills are assigned to them. How can our categorize it and see statistics on how many calls were handled by this agents on what activity? Can I do it by skill?

Also, I was thinking about using a wrapup code to summarize what kind of call it was, but can I create CCA reports using wrapup code?

Anyone thought about how to do it before?

2

To answer my own question, I think it can be done by using custom stats in Stat Server where we define a a filter with the value of a particular attach data that we want to track in CCA.

I will keep you informed of the details as I find them. (a lot of try
see work though… :frowning: )

3

I know a company in MTL Canada ‘Elix’ (visit Elixonline.com) They have developed a product called PRESTO that do just what you are lookinf for.

Dennis

4

Thanks for the info. I will keep it in mind, but I think the requirements are to use CCA… :frowning:

By the way, I figured how to do it, but got stuck with getting the results to be shown in the report. I was using Report Generation Assistant that comes with CCA to try to generate reports for CCA data that I have compiled using filters, but I could not follow the manual. The manual is for G6.5 but we are using 6.1 CCA and RGA is not the same :frowning:

Does anyone know how to create a report using RGA?

Thanks,

Vic

5

U can see in the ERS log file which attach data u want. U can then create filters in the Statserver and apply those filters in the report layouts in DMA. All attach data can be filtered out.

6

Hello,

Where i have to find URS log file?

Thanks.

7

most of the time they are in the same directory as your URS executables are.

If not, look under log section in URS’s options and it will tell you where it is… (or use Log Wizard to define one;) )

8

So what method did you use to report on skills Vic? I know skills based routing is heading my way sometime this year. It seems as if you were to route your calls through virtual queues you could then report on the volume relative to skills via those queues. Have not really worked on this much yet and I think going after skill numbers by “tweaking” routing strategies might get ugly… will see I guess.

Your apporach was to attach a kvp to store in the datamart right? Was that successful?

9

How did this turn out Vic?

We were looking a CCon for this, but would prefer to keep it simple and use KVP in CCA.

Graeme

10

For differentiating between skills (taking into account that customers calls one DNIS only) you can use CCA and

  1. Virtual Queues (if you assess reporting needs before routing strategies are implemented or you can change them)

  2. attached data

I have used both methods. I have also tried to compare if the results are the same and they weren’t in 100% (the results were close to 99%).