eServices - SrlId

General Discussion
1

Hello All,

The following is a section of log that I’m working with.

13:00:50.371 Trc 26015 Received message ‘ExternalServiceResponse’ (‘501’) from client ‘email_server1’ - Third party server:0:1676, message attributes:
attr_envelope [list, size (unpacked)=325] =
‘Service’ [str] = “Email”
‘Method’ [str] = “AutoResponse”
‘Parameters’
= (size=67)
‘NewInteractionId’ [str] = “00008a74TBQK3R67”
‘SrlId’ [str] = “00005a70TK4X1QNP”
attr_ref_id [int] = 504427

Is there a way to map the SrlId back to the category/sub category defined in Knowledge Manager? Ultimately trying to report on the number of times a response is used in an autoacknowledge.

Thanks!

2

Ah…forgot to mention reporting is via CCA

3

Hi,

Yes, it’s possible by querying ‘StandardResponse’ table in UCS database.

How many standard responses do you have? I’m asking as reporting via CCA will require configuration of filter for each standard response and new CCA template with set of the same statistics with different filter. It might be easier querying ‘StandardResponseUsage’ table in UCS database that holds information about used standard responses with link to an interaction.

R.

1 Like
4

Thanks Rene,

Appreciate your feedback!

5

Just out of curiosity, what would be a case of use for such report?

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