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  • 1.  Attribute Of First Assigned Workgroup

    Posted 11-04-2021 10:17
    Hello,

    We have such a problem;

    -Agents transfer the call to Interaction Attendant
    -When the transfer happens, the workgroup changes to SystemIVRTransferHub
    -As a result, Eic_AssignedWorkgroup attribute changes also to SystemIVRTransferHub
    -We lose the information of the first Workgroup on attribute Eic_AssignedWorkgroup.
    -As an expected behavior, on Database, calldetail_viw shows the LastAssignedWorkgroup as SystemIVRTransferHub

    So we have two inquries;
    -We want to get the information of First Assigned Workgroup in Interaction Attendant.
    -We want to update the DB Workgroup column with the First Workgroup of the call.

    Thanks in advance,
    Serkan
    #Handlers
    #Routing(ACD/IVR)

    ------------------------------
    Serkan Akbaba
    Asseco SEE Bilisim Teknolojileri A.S.
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  • 2.  RE: Attribute Of First Assigned Workgroup

    GENESYS
    Posted 11-04-2021 14:49
    Hi Serkan,

    You didn't indicate whether the agents receive the call from Attendant in the first place?

    Assuming they do, I would add a "Set Attribute" step immediately before the Transfer to Workgroup steps that creates a custom attribute with the Workgroup's name. This attribute won't be modified by the transfer to the second Attendant and so can be used in that second attendant configuration for whatever processing is required.

    Regarding the database, the easiest approach I can think of is to write the custom attribute mentioned above to the Custom Attributes table in the database. You can then update reports as required to show this information.

    For further details on how to do this kind of thing with reports, I recommend you look at taking the PureConnect Custom Reporting class from Beyond.

    HTH

    ------------------------------
    Paul Simpson
    Senior Technical Instructor
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  • 3.  RE: Attribute Of First Assigned Workgroup

    Posted 11-08-2021 04:13
    Hi Paul,

    Thanks for your reply. At first, the calls are routed to Workgroups through Handlers. Later, after the calls are connected to agents, they are manually transferred to Attendant Profiles by agents. We will review your recommendation taking into account Handlers.

    Regards,
    Serkan

    ------------------------------
    Serkan Akbaba
    Asseco SEE Bilisim Teknolojileri A.S.
    ------------------------------



  • 4.  RE: Attribute Of First Assigned Workgroup

    GENESYS
    Posted 11-08-2021 09:52
    Gotcha!
    Well, same thoughts, but set the attribute using your Handler instead of the initial Attendant.

    ------------------------------
    Paul Simpson
    Senior Technical Instructor
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