reports per leg of CCon SCDR table

Architect & Flows
1

Hi,

I have a very interesting requirement from our client, which to me makes perfect sense:

calculate wait time by skill per each subsequent wait time one call has experienced during its lifetime.

Since it is always better to give an example of what it means, imagine Wyn calling a London pound looking for a basset hound Basilisk! First, Wyn is waiting to be connect to operator #1, James the Receptionist. After James the receptionist, Wyn is then transferred to Lost&Found queue. Lorrie the Intern then answers the call and after talking to Wyn realizes that his beloved Basilisk was euthanized earlier that day due to the lack of payment. So, she transfers him to Counseling Queue, where after being on hold for 3 minutes, Wyn is told by IVR that his Basilisk was euthanized for lack of payment and then kindly inform him that the “put to sleep” fee was added to his existing bill.

So, we want to have a print out of:
Skill: Receptionist, Wait Time: 1 mins
Skill: Lost&Found, Wait Time: 2 mins
Skill: Counseling, Wait Time: 3 mins

Client suggested that we use CCon to accomplish this by connecting SCDR with EVERFEX; however, I wonder if we can use CCA for this.

For the record, URS is there too :slight_smile:
Any ideas what would be the best way to do it? Sound like CCA is a better way to do this.

Best regards,
Vic

2

But do you want the stats per call or the total sum? If per call CCA can’t achieve that, if the sum…hum maybe VQ?

3

But, how do you know if it was directly to Los&Found Queue or through Reception?

Idea is to see what original skill leads to what other secondary and tertiary skill…

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4

I can think as programmer and try to build an array and each time the call arrives to a new RP it will attach the selected skill into one of the array fields. Now I’m not sure Genesys can build an array so maybe KVP as:
Skill1=“”
Skill2=“”
Skill3=“”
.
.
.
.
SkillN=“”

And then begin to keep the count of how many transfers with a KVP vCounter and increase the value each time…
Then in your reports beging to do filters with the skillsN

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