IRD 7.5/URS 7.5: Which event should I use to simulate an answ./distr. call?

Genesys Cloud Routing
1

Hi all.

As in subject, for a VQ; could be answered or distributed too.

Best regards, Gef.

2

sorry Gef do you mean EventRouteUsed ?

3

Thanks for the interest, Tambo; I’m asking 'cause I don’t know wich event to use to reach the goal.

Goal is to make an answered or distributed call appear on a VQ, using a - SendEvent[“AN EVENT”,Cat[‘ThisDN:’,VQ]] - from IRD.

Are you suggesting to use EventRouteUsed as event type?

4

It’s been a while Gef but i used (i’m sure) SelectDN[Cat[‘VQ_’,v_Department,‘-’,v_Skill] to show a call routed to a VQ based upon subdepartment and skill VQ_UK-Sales

5

The SelectDN would work for sure, but I was guessing if it exists another way, to avoid all the targeting process; just need to show a call on CCPulse. It is all fine for entered/abandoned/queued, but I failed to show an answered or distributed call.

6

you can see this in CCPUlse on a RP view for answered etc

7

May be just look at the EventDiverted distributed by USR in case of regular targeting routing and imitate it with SendEvent. Also such manual event sending always is risky - a lot of things might happen between sending EventWQueued and EventDiverted (error in strategy, call abandoning, etc) - there is risk to send first event but not send complimentary one.

8

My goal is to count everything on a vq in order to have all data available on report db. The queue I’m using is not a real “target” queue, I’m using it just as a counter. In the specific case, I would like to count interactions that were managed by an automated IVR that does not ends on on agent, so I tought about to count the fully-completed-auto-processes as “answered”, the total amount of call entered in the ivr as entered, and the abandoned-during-the-process as abandoned calls, on that vq. All fine for entered and abandoned, but I’m not able to show a fake answered/distributed, using events sent using “SendEvent”.

EDIT

For the moment ClearTargets seems to work fine… it generates a cleared call on the desired vq, so the cleared calls, for that specific queue and CCPulse template, are considered as calls fullylly managed.