Posts

  • Pavol Procka
    Chats through the Genesys Media Bar145.0
    Topic posted November 15, 2018 by Pavol ProckaSilver Crown: 22,500+ Points, tagged Chat in Service > Communication Channels public
    Title:
    Chats through the Genesys Media Bar
    Summary:
    Trouble getting Chats through the Genesys Media Bar
    Content:

    Hi,

    we are having difficulties getting chats through the Genesys Media bar. They come to RN (we can see them in the Q), but then get assigned to agents through the Oracle chat, not the media bar - if we are not logged in on the Oracle chat, they stay in the Q.

    We talked to the tech support and apparently there are three categories that are needed for an agent to be considered to take chats.

     
    But when I filtered the agent, there are only 2 out of the 3 categories that are being set. RightNowChat is not being assigned.

    Can anyone advise where/how to set this category?

     

    Many Thanks

    Pavol

    Version:
    18A
  • Pavol Procka
    Integration with ININ/Genesys Media bar.Answered55.0
    Topic posted October 19, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in Service > Integrations and APIs for Service public
    Title:
    Integration with ININ/Genesys Media bar.
    Summary:
    Missing Interaction Client button on new/changed profiles.
    Content:

    We noticed that when we change a name of an existing profile in OSvC (or create a new profile), the Interactive Client (yellow phone) icon in the ININ/Genesys Media Bar disappears after the user logs on to the Media Bar. I managed to narrow it down to the profile name as it even works when I create a new profile but with the same name as one of the profiles where it works fine (so it is not the profile ID).

    As soon as I rename the profile, or create a new one with a name that did not exist before, the icon starts disappearing after the logon.

    Therefore, it seems that the OSvC profile names must be somewhere hardcoded in the integration or on Genesys side, however we did not provide them with the profile names at the time of the integration, so this must be something it pulled automatically.

    If anyone had this issue, can you advise where this needs to be changed?

    I attached a screenshot with the icon highlighted on a profile where it works fine and one where it is missing. If I just create a copy of the same profile but change the name, it will disappear.

    Version:
    18B
    Image:
  • Pavol Procka
    Help with an Alert4
    Topic posted January 7, 2019 by Pavol ProckaSilver Crown: 22,500+ Points in Service > Reporting and Analytics for Service public
    Title:
    Help with an Alert
    Summary:
    Alert for number of emails routed to a Queue
    Content:

    Hi,

    Can anyone maybe help me with setting up an alert? I have a simple report showing incidents that arrived in specific queues and am trying to create an alert that sends an email every time 10 or more emails were added to the queues within the last hour.

    You will see I created variables for start and end times, but the exception I tried would not work:

     

    (count( if(queue_stats.created>$start_time & queue_stats.created<$end_time,1, 0)))/((date_diff($end_time, $start_time))/3600) is greater or equals 10

    Many Thanks

    Pavol

    Document:
  • Pavol Procka
    Thread Entry limitations?Answered115.0
    Topic last edited December 5, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in Service > System Admin and Configuration public
    Title:
    Thread Entry limitations?
    Summary:
    Is there a limit to how many characters/words/lines a thread entry can have?
    Content:

    We noticed that when we send a long email it does not seem to be sent completely.

    While testing, I am getting a bit confusing results. When I just sent random text with all kinds of formatting from OSvC, I received the first 80 lines of the email in my gmail address. When I sent another email with multiple formats but with just the line numbers in it, the received email was cut off at line 94. I then sent an email with just the line numbers again, but this time with simplest possible formatting (no line breaks etc) and received an email ending at line 116 (where even the number 116 was cut off at 1).

    Does anyone know what is happening here? It clearly is not a word or character limit nor a message size limit in MBs (I am not sending any attachments, just plain text). I could not find any config setting for thread entry...

    From what I could find, it should also not be hitting any gmail limits...

    Many thanks

    Pavol

    Version:
    18A
  • Pavol Procka
    Chats through the Genesys Media Bar25.0
    Topic posted November 15, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in Service > Integrations and APIs for Service public
    Title:
    Chats through the Genesys Media Bar
    Summary:
    Trouble getting Chats through the Genesys Media Bar
    Content:

    Hi,

    we are having difficulties getting chats through the Genesys Media bar. They come to RN (we can see them in the Q), but then get assigned to agents through the Oracle chat, not the media bar - if we are not logged in on the Oracle chat, they stay in the Q.

    We talked to the tech support and apparently there are three categories that are needed for an agent to be considered to take chats.

     
    But when I filtered the agent, there are only 2 out of the 3 categories that are being set. RightNowChat is not being assigned.

    Can anyone advise where/how to set this category?

     

    Many Thanks

    Pavol

  • Pavol Procka
    Chat Service Optimisation - IdeasAnswered25.0
    Topic posted October 25, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in Service > Communication Channels public
    Title:
    Chat Service Optimisation - Ideas
    Summary:
    Chat Service Best Practices
    Content:

    Hi,


    We are looking into our chat performance and are finding some issue affecting it. Therefore, I was wondering if anyone would be willing to share some ideas on how to tackle them (what are you doing in this case?).

    To not just be a leach :), here the issues and some initial ideas we are considering:

      1.Sessions with 0-1 agent messages and customer abandoning chat session without any relevant input or query

      2.Multiple chat sessions submitted by members within a short time span – many of them with little input from    the member

    The effects of this are:

      1. May affect answer rate – keeping available agents busy with unnecessary sessions (luckily this is      not what we are really experiencing)

      2. Inflation of agent productivity statistics and as such the inflation of total contact demand      statistics

    Our Initial ideas on how to address:

     1. Limit number of chat sessions per customer per hour/day

     2. Delaying the assigning/presenting of the chat to agent only after first valid member’s entry     within a chat session as opposed to current where we are presenting the chat immediately after the     customer fills out chat form


    Thanks for any input!

    Pavol

  • Pavol Procka
    Is it possible extract email addresses from incident thread...Answered75.0
    Topic posted October 24, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in Service > Reporting and Analytics for Service public
    Title:
    Is it possible extract email addresses from incident thread in OSvC
    Summary:
    Extract email addresses from incident thread
    Content:

    Hi,

    I need to extract email addresses from multiple incidents (all sent from the same email address) but with different threads (it basically is a webform our customers send the unsubscribe requests through which then arrive as incidents in OSvC).

    I know it is possible to do it in Excel, so I can simply create a report with all the threads, export it and use a formula, but was wondering whether it would be possible directly in the report in OSvC?

    The excel formula that works is (threads in column A): =TRIM(RIGHT(SUBSTITUTE(LEFT(A2,FIND(" ",A2&" ",FIND("@",A2))-1)," ",REPT(" ",LEN(A2))),LEN(A2)))

    Any idea if anything similar could be used in RN?

    example of the incident thread is: Please remove my email address - abc@test.com - from your mailing list at brand XYZ.

    The brands names have different lengths so I cannot use a trim to exact number of characters.

    Many Thanks

    Pavol

    Version:
    18B
  • Pavol Procka
    Remotely Terimnate Chat Session5.0
    Topic last edited September 26, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in Service > General Functional Discussions for Service public
    Title:
    Remotely Terimnate Chat Session
    Summary:
    We need to be able to terinate a waiting chat session remotely.
    Content:

    Is it possible to terminate a waiting chat session remotely? They do timeout after 20 mins, but we would like to be able to manually close the session without entering the chat (similar to terminating a login session from the Staff Account by Group report).

    Version:
    18A
  • Pavol Procka
    Reporting on incoming incidents3
    Topic posted August 22, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in Service > Reporting and Analytics for Service public
    Title:
    Reporting on incoming incidents
    Content:

    I am trying to see if my approach is correct. I want to see all incidents that are coming to a specific Q.

    Am I right in writing a simple report with the only filter on transactions.trans_type = Queue (except for that I would of course filter on Queues.queue_id and the timeframe)?

    I want to see all incidents that came to the Q, no matter if they came multiple times.

  • Pavol Procka
    Historical reporting on average Age of Incidents in Q65.0
    Topic posted August 13, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in Service > Reporting and Analytics for Service public
    Title:
    Historical reporting on average Age of Incidents in Q
    Content:

    Hi,

    I have a requirement to report on historical values for Average Age of Incidents in a Q and cannot wrap my mind around it.

    Has anyone done anything similar? I know how to report it for incidents currently in the Q, but how do I do it for e.g. last week/day - how old were the incidents in the Q on each day of last week ? I cannot simply add the date range to the current report as that will only show me the incidents that are still there.

    Many thanks

    Pavol