I cannot filter on Reason with CCA

Dear Genesys Pros,

I found a previous here about how to filter CCA data using Reason code. I tried it in my lab and it does not work.

Here are the settings that I have used:

・AUXReason1=PairExists(“AUXReason”,“1”)
・AUXReason2=PairExists(“AUXReason”,“2”)
・AUXReason3=PairExists(“AUXReason”,“3”)
・AUXReason4=PairExists(“AUXReason”,“4”)
・AUXReason5=PairExists(“AUXReason”,“5”)
・AUXReason9=PairExists(“AUXReason”,“9”)

In this case I would get 0 for all of the data.

I also tried this:

・U_AUXReason1=PairExists(UserData,“AUXReason”,“1”)
・U_AUXReason2=PairExists(UserData,“AUXReason”,“2”)
・U_AUXReason3=PairExists(UserData,“AUXReason”,“3”)
・U_AUXReason4=PairExists(UserData,“AUXReason”,“4”)
・U_AUXReason5=PairExists(UserData,“AUXReason”,“5”)
・U_AUXReason9=PairExists(UserData,“AUXReason”,“9”)

In this case, I would get the value of Total_Talk_Time with filter equal to Total_Talk_Time without one.
So, this is not the right one as well.

What is going on? I can confirm the reason code in the statserver log (see below!)

Server: [09/08/06 18:44:43] Switch ‘Switch_S8700_Fuk’, ‘EventAgentNotReady’
ThisDN ‘8001’
Agent LoginID ‘1702’
This Queue ‘0’
CustomerID ‘Resources’
WorkMode ‘AgentAuxWork’
Reasons
‘AUXReason’ ‘3’
Extensions
‘ReasonCode’ ‘3’

The way I am tesitng is to issue a AuxWork with ReasonCode using Genesys Testphone.

What am I doing wrong?

Thank you very much!

The Reason(able) Girl

Hi,

try with Total_NOT_Ready_Time filtered with AUXReason1=PairExists(“AUXReason”,“1”), I remember I did so and worked fine.

Hi ReasonGirl,

Well the filter definitions are correct, at least in the first case. But the problem could be that that event EventAgentNotReady which delivers the reason is not call related event, therefore it has nothing to do with stat Total_talk_time. In this casee the result 0 is correct as there is neither reason code nor userdata attached to the call which could be filtered out. The filters will work only when the reason will be delivered together with call related events like EventEstablished ,EventReleased …

E.

Hi Fra
Thank you for an answer.

try with Total_NOT_Ready_Time filtered with AUXReason1=PairExists(“AUXReason”,“1”), I remember I did so and worked fine.
I tested it.
However, the result was the same.
I would get 0 for all of the data.

Hi ecki

Thank you for an answer.

Is “EventAgentNotReady” a filter not to be applied?

Should I use a filter of what kind of kind?
And where should I apply to?
How do you do it?

Thank you very much!

Hej RG,

Basically you can use filters for KVP (key value pairs) attached as UserData to Call using function RequesAttachUserData, or Reason KVPs which are mainly used for call unrelated states (e.g. agent not ready, ready, logged in etc. … states) and are delivered as part of the request like RequestAgentReady, RequestAgentNotReady etc.. You can see this in your example.

Therefore the Fra suggested example should work, but if you wish to use filter AUXReson1, you have to send request ReqeustAgantNotReady with Reason KVP
‘AUXReason’ ‘1’, otherwise use filter AUXReason3=PairExists(“AUXReason”,“3”). Try it again and if this won’t work, then certainly the problem is somewhere else.

In this case I would recommend to check StatServer log files.

E.

Hi,
which KVP you are using to attached the notready reasons
in my case it is ReasonCode and I filter useing
PairExists (“ReasonCode”,“1”)

Hi,
Thank you for a reply.
It was settled by the following setting.

Filter_Name=Reason=1

http://ticketsearch.genesyslab.com/KanisaSupportSite/search.do?cmd=displayKC&docType=kc&externalId=SR223492xml

Thank you very much!