Filters for CCA

Architect & Flows
1

Hello,

I need information about filters for CCA, in my CC are to 2 services (agent groups), one agent and more can answer the calls for both groups. I have to get statistics about every services, how much per day agents talk for this group and another. I create filter in DMA, in CM I create “annex”, in routing strategy add new topic “UPDATE= name=Customer, value= “agent group name””. Thats all.

And than I with CCA want to get statistic in this table is always zero.

Q. There are My mistake? and what I have to do?

Thanks.

2

I’ve never tried filtering off of data attached in a routing strategy, but it should work. You mention that you use “update” in the routing strategy, I believe you should be using “attach” to add a key value pair to filter on. The filter would then be in the form PairExists(“key”,“value”)

As an alternative, you could try setting up a filter on an existing call attribute, such as "ThisQueue = “7113"” or “ThisDINS = 6113”.

3

Have you defined the right filters in DMA?

I was able to successfully get it to work with URS attaching the data to the call, and then have CCA tell me how many calls came with a specific key value. I use this when I want to create a routing report for a multiskill agent.

4

hallo,

Thanks, I’ll try it.

5

Hallo,

Can you explain for what is mean “URS”? in the documentation I didn’t find about it.

6

Thanks for all, now this filter working in my system.

Bye

7

What did you change?

8

Hello,

In routing strategy insert new topic “Attach” and after that topic “update”. My filter was created without mistake.

Zygis