Chapter 8: Solution Reporting Solution Reporting
Solution Reporting
Genesys offers several reporting applications:
•
CCPulse+
•
CC Analyzer
•
Interaction Concentrator (ICON)
Each is briefly discussed below.
CCPulse+
CCPulse+ presents critical, business-related data in real time historically via
on-screen reports.
shows an example voice report in CCPulse+.
Figure 227: Sample CCPulse+ Real-Time Voice Report
See
for an example e-mail report.
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Figure 228: Sample CCPulse+ Real-Time E-mail Report Workspace
Note:
When monitoring ontact Center activity using real-time reporting, limit statistics about Open Media interactions that use the
Media Type
Business Attribute in the StatType definition to single
Media Types for each reportable object. The object types impacted by this are interaction queues, referred in StatType as “StagingArea,” and routing strategies.
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Agent Readiness
The state of agent readiness in CCPulse+ and a capacity rule’s state of
readiness (see “use_agent_capacity” on
) differ.
•
CCPulse+ reports Ready/Not Ready based on the state of a DN. If the agent has indicated that he is ready on a particular DN at a particular Place, then CCPulse+ displays the agent as Ready in its views.
•
The capacity snapshot for a particular capacity rule, however, will indicate
R (Ready) only if Universal Routing Server is permitted (from the definition of the capacity rule) to route an interaction to a particular DN.
Hence, it is possible, for example:
For an agent to have clicked the Ready button and be available to accept an interaction, but no interactions are sent.
This can be because the agent has exceeded the maximum number of concurent interactions based on a capacity rule assigned to him.
CC Analyzer
The CC Analyzer application is an historical reporting application that collects
and aggregates data over specified periods of time (see
for an example).
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Figure 229: Sample CC Analyzer Historical Report
Interaction Concentrator
Interaction Concentrator (ICON) tracks historical data for your contact center as it relates to calls. This means reports are not based on the resources used during the call (CC Analyzer is better suited for that). Rather, the data collected by ICON can give you insight into the customer experience during the call.
ICON is a data collection application that works with T-Server and DB Server to collect and record calls and agent states. As a client of T-Server, ICON collects information about User Data and telephony events related to all telephony objects.
Note:
ICON currently tracks only voice interactions.
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Reporting on the Data
For reporting from ICON, Genesys provides the Genesys Info Mart, which produces a data mart containing several star schemas you can use for contact center historical reporting. Genesys Info Mart includes a software platform and a set of predefined jobs. You configure these jobs to extract and transform data from several Genesys relational databases. The transformed data is loaded into
Dimension and Fact database tables in Genesys Info Mart. You can query the data in these tables using SQL. These queries enable you to display detailed data, reveal patterns, and predict trends.
Starting with 7.6, URS extends
EventDiverted messages with a new
Reason attribute that allows you to report on the reasons why calls leave virtual queues.
Reason Attribute
When URS receives an event message indicating a call has left a virtual queue, it copies the content of the
Reason a ttribute into a
RequestDistributeEvent message to T-Server, which causes T-Server to distribute the required event
(
EventDiverted
).
URS receives reasons for calls leaving virtual queues from T-Server, which indicate that the routing process is terminated. Usually such events are
EventRouteUsed or
EventReleased
.
•
URS can receive these events as a result of successful routing (including default routing).
•
URS can also receive these events as the result of the switch (or T-Server) taking over the call (such as during switch-level routing or revoking a call).
In these cases, the
Reason attribute of the T-Server Event is propagated into an
Request
EventDiverted message for virtual queues that URS distributes for such calls. In other cases, the reason the call left the virtual queue is unrelated to any T-Server event.
Extensions Attribute
If T-Server distributes the
EventDiverted message with state
22
, URS updates
AttributeExtensions of the
EventDiverted message with a new
Reason key, which can contain one of the following values:
•
1 if the call is routed by URS to the target destination.
•
2 if the call is routed by URS to the default destination.
•
3 if the call is routed by the switch to the default destinattion.
•
4 if the call is cleared from a virtual queue by the execution of strategy function ClearTargets
•
5 is used for all other reasons.
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Examples: The value of
5 is used if URS routes a call to an IVR destination and the IVR target has an associated virtual queue. The value of
5 is also used if a call is cleared because of a URS/T-Server disconnect or a routing point going out of service.
Note:
When URS distributes virtual queue events, the URS log reflects this with
RequestDistributeEvent messages to T-Server, which cause T-
Server to distribute the required events.
An example
RequestDistributeEvent message, with the new
Reason key highlighted in red, is shown below. request to 65200(--) message RequestDistributeEvent
AttributeTimeout 10
AttributeExtensions [150] 00 06 00 00..
'SIGNATURE' 'router'
'NAME' 'vit_router'
'VERSION' 'Version: 7.6.001.00'
'CLUSTER' 'vit_router'
'VQID' '3J2L36BKDL77N4TKDU1MFDSAKO000003'
'Reason' 4
AttributeDNIS '800'
AttributeOtherDNRole 1
AttributeOtherDN '1111111111111'
AttributeThisDNRole 2
AttributeThisQueue '7778'
AttributeThisDN '7778'
AttributeCallState 22
AttributeCallType 2
AttributeCallID 50
AttributeConnID 006b017a7cecf028
AttributeCustomerID 'Vit'
AttributeReferenceID 4294967295
AttributeUserEvent EventDiverted
Cost-Based Routing and Reporting
The initial 7.5 release of cost-based routing does not supply any “out-of-thebox”cost-based routing reports. Instead you can configure Genesys ICON/Info
Mart to capture sufficient data from Universal Routing interaction attached data to allow the building of cost-based routing reports as a Genesys
Professional Services engagement. For more information, see the Universal
Routing 7.6 Cost-Based Routing Configuration Guide.
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