Updatel all chains_n into customer chain_id

Genesys Cloud WFM
1

Hi,
Customer needs that when agent updates a custom field by RecordProcessed or UpdateCallCompletitionStats, all chains in that record, update the same value.

Say, if for example, at the start of call we have for chain_id = 73

chain_n = 0 | CUST_FIELD = “” (RH 0)
chain_n = 1 | CUST_FIELD = “” (RH 1)
chain_n = 2 | CUST_FIELD = “” (RH 2)

When agent does a UpdateCallCompletitionStats with RH 0, all other records (chain_n 1 and chain_n 2) also get the same value ending in:

chain_n = 0 | CUST_FIELD = “SOME VALUE” (RH 0)
chain_n = 1 | CUST_FIELD = “SOME VALUE” (RH 1)
chain_n = 2 | CUST_FIELD = “SOME VALUE” (RH 2)

What happens today is that only RH is updated.

chain_n = 0 | CUST_FIELD = “SOME VALUE” (RH 0)
chain_n = 1 | CUST_FIELD = “” (RH 1)
chain_n = 2 | CUST_FIELD = “” (RH 2)

I have tried the option update_all_records = true but doesn’t seem to work in the way is needed.
Worst if we do a Reschedule to a new number, then the reschedule doesn’t bring the value and is useless at the end.

What would I need to do to update all chains in that chain_id?

Multiple UpdateCallCompletitionStats? For I have tried won’t work as seems to update only 1 record always.

2

I don’t know how this can be achieved in Genesys either, but you can have a trigger on the DB that does the trick (as long as the record is not on “retrieved” state, you should be able to use this)

3

That is the issue I think, the AFTER trigger is an idea too but not quite sure if will work…
Do you have a sample trigger by any chance? :stuck_out_tongue:

4

For Oracle?

5

Can be
Just to grab the idea

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6

for SQL Server would be something like below:


create or alter trigger dbo.trg_update_chain_data
on <your table name here>
after update as
declare @chainid int
declare @custfield varchar
begin
	if trigger_nestlevel() <= 1 -- this prevents recurstion on the trigger
	begin
		if exists (select 1 from deleted where (cust_field = '') or (cust_field is null) )
		and exists (select 1 from inserted where (cust_field <> ''))
		begin
			select @chainid = chain_id from inserted
			select @custfield = cust_field from inserted
			
			update <your table name here> set cust_field = @custfield where chain_id = @chainid
		end
	end
end

For Oracle, I have to dig a little bit more to check how to prevent trigger recursion

7

Sql is fine
Will check it
Thanks!

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