Filtering on attach data

Hi, I was wondering if somebody could help me with a pairexists question.

You see, at our call center, we are doing a lot of skillased routing and the calls are routed to site A, site B and site C agents.

The strategy is pretty simple having one virtual queue and a skill as a target.

What I want to do, is have a breakdown of call stats per site.

The way I was thinkng about doing this, is by using post
outing to attach data with keywords “target” and values “center A” “center B” “center C” based on where the call was routed to.

The question is :

if I use PairExists filter on the global VQ with keywords site A, site B and site C, would I be able to get number of calls distributed to each site?

I don’t think it would be possible, becase the attach data is added to the call AFTER the call has already left VQ, therefore, STATSERVER would not be able to give me a breakdown of calls routed to each site.

So, how can this be done WITHOUT adding new VQs for each site?

Hi Vic,

Have you tried a Route Point Report?

Tony

I think instead of just using Select Target Object in your strategy you should use the following sequence of function calls:

1. SelectDN this will give you the target, including the switch the current interaction is going to be routed to

2. Attach the KV pair to mark the site (“Center A”, “Center B”, etc.)

3. RouteCall using the results of the SelectDN call

Regards,

Leszek

Ok, I feel like an arse now (strong Scottish accent).

Wow! Really interesting idea, but what kind of advantage does it have over using default select target?

It’s true it’s not the easiest way to solve your problem. It actually solves the problem of attaching data AFTER the call has left the virtual queue.

Vic,

The target object, does these steps when building and routing to a target, Genesys just decided to give it 1 object instead of three.