Really quick CCA filtering question

General Discussion
1

Should be a simple one to answer.

I want to run an Agent report which only collects N_INBOUND (or similar) stats, and I want to use a filter. The filter would be a KVP which is attached to only some calls…

Let’s say, on some Inbound calls, we attach a piece of data Calltype=Collections, but on some Inbound calls we don’t

My CCA report should simply have 2 stats. N_INBOUND, and N_INBOUND with the Calltype=Collections filter applied.

One stat then gives a total number of Inbound calls (per agent) whilst the 2nd stat just shows how many Collections calls they’ve taken.

Possible? I seem to be getting a “VOID” in filtered stat column, when I drill down using DMA… :frowning:

2

Yes, possible.
On DMA create the filter, then go to template layouts and create a new one, add the 2 stats, one with filter and the other without. Then create the report, activate it and you are done. Wait 1 hour to see the report and create the BRIO template.

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3

I think VOID is showing because Calltype is a reserved word for a Stat type in Genesys; Calltype=1 = Inbound, Calltype=2 = Internal, Calltype=3 = Outbound, etc.

I would try it again, but maybe use another key word for the KVP in both the Routing and the DMA/Stat Server Filter, such as CallerType and use that as the KVP (e.g. CallerType=“Collections”)

Oh - I think you need to use the quotes around the Value, too - so it would look like this in the DMA Filter;

CallerType=“Collections”

Tony

4

Oh…now I did understand the VOID thing…

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5

Ta,

I went back to it the next morning, and got it working.

I think Tony was partly right - regarding the stat definition (not the wording).

Built in DMA, it didn’t put the quotes around the “Collections”…

I rebuilt the stat early the next morning, and it worked exactly as I’d hoped :slight_smile:

6

That’s great - I knew if I kept stabbing in the dark, I was bound to hit something… :wink:

Tony

7

hehe nice

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