Using Cascading Prompts
By default, the user prompts in the GI2 reports do not observe interrelationships between the objects that users select for report generation even though direct relationships might exist within the contact center. (The one exception to this rule is described in Prompt Interrelationships.) Users can, for example, select any combination of agents against which to run a report regardless of the groups to which the agents belong and regardless of the agent groups which the report user selects. The GI2 universe features agent and queue cascading prompts whose purpose is to limit user selections during report generation to only those members that belong to the selected agent group(s) or queue group(s). This functionality is delivered through either of the following methods:
- Modify the Universe LOVs—Customize the agent and queue lists of values in the universe.
- Modify the Report Query—Customize the reports to replace agent and queue user prompts with those cascading objects described in the table, Universe Objects Used for Cascading Prompts. (Some of these objects are hidden.)
This page demonstrates how to implement cascading-prompt functionality within your reports using both methods and discusses the limitations associated with their use.
Table: Universe Objects Used for Cascading Prompts[+] Show Table
Modify the Universe LOVs
The benefit in the approach of modifying the agent and queue lists of values (LOVs) in the universe to provide cascade functionality is that all reports (that employ agent and queue LOVs) reflect this change automatically. Any report that references the altered LOVs will reflect cascading-prompt behavior. However, this approach also has a drawback in the scenario in which you want only a subset of reports to use cascade functionality.
To add cascading prompts to a report using the modify-the-LOV approach, perform the following steps:[+] Show Steps
Modify the Report Query
To add cascading prompts to one or more reports by using the modify-the-report-query approach:[+] Show Steps
Limitations on Cascading Prompts
You can design cascading prompts for contact center relationships for any universe object that uses an LOV and that can be used in conditions. The GI2 universe provides only the two mentioned in this section to retrieve:
- A listing of agents from a group of agents.
- A listing of queues from a group of queues.