Release Note

Reporting Templates for Voice Callback

7.1.x

Genesys Telecommunications Laboratories, Inc. © 2005

Contents

Introduction

This release note applies to all 7.1 releases of Reporting Templates for Voice Callback. Information will be added to this release note as subsequent versions of the component are released. To help you identify the specific differences in releases, the release note includes new features and corrections and modifications for each release. Links in the Contents section enable you to access information regarding a specific release.

The Known Issues and Recommendations section is a cumulative list with the most recent items at the top of the list. This list includes information on when individual items were found and, if applicable, corrected.

Release Number 7.1.000.01 [03/31/2005] - General

 New In This Release
Corrections and Modifications
Additional Information

New In This Release

This is a generally-available release of this product. There are no restrictions for this release. No new features were introduced in the initial 7.1 release of Reporting Templates for Voice Callback.

Corrections and Modifications

The following modifications and corrections were made between Release 7.0 and the initial 7.1 release.

VCB Reporting templates now have several metrics calculated based on VCB Extension with data coming directly from Universal Callback Server. For details, please refer to Reporting Technical Reference Guide for the Genesys 7.1 Release.

The DialAttempts, Succeeded, and Failed metrics from the Callback Operation Report now function properly with the Preview Mode option selected in Universal Callback Server. (ER# 86308)

If you are using Stat Server 7.0.3 or higher and Universal Callback Server 7.1 or higher, you no longer experience the possibility of single interaction being counted multiple times in the Callback Operation report. Formerly, because the Callback Operation report calculates interactions across all queues, route points, virtual queues, and virtual route points for a particular tenant, this report sometimes counted the same interaction multiple times in complex VCB configurations. (ER# 81364)

CCPulse+ now allows you to specify a time format for statistics based on stat types with the TotalCustomValue statistical category. (ER# 84906)

Stat Server releases prior to 7.0.3 return negative values under certain circumstances involving:

  • Consult calls placed in multiple virtual queues
  • The transfer of calls while still in queue
  • The customer abandoning the original call, and the DCID being assigned to the Formula attribute of the CurrNumberWaitingCalls stat type

To calculate current metrics properly, upgrade your Stat Server application to 7.0.3 (or higher). (ER# 85685)

Additional Information

The following additional information applies to this release.

To use the 7.1.0 VCB reporting templates, you must use Stat Server 7.0.3 or above with the new VCB Extension 7.1.0 (located on Real-Time Metrics Engine 7.0.3 CD) or above and Universal Callback Server 7.1.0 (located on Voice Callback 7.1.0 CD) or above.

It is important that you install and configure all components correctly to use reporting with the VCB Extension 7.1.0. See the Framework 7 Stat Server Deployment Guide and the Voice Callback 7.1 Deployment Guide for instructions.

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Known Issues and Recommendations

This section provides the latest information on known issues and recommendations associated with this product.

The Dial Attempts Failed metric from the Callback Operation Report is calculated as Dial Attempts Made - Dial Attempts Succeeded. Since the two metrics in the formula are calculated at different points in the callflow, this formula produces approximate results. The amount of error decreases when the reporting interval is much larger than the average dialing time. When using short reporting intervals all in-process callbacks are calculated as failed. (ER# 98406)

Found In: 7.1.000.01 Fixed In: 

The Not Rescheduled CB and Rescheduled CB metrics from the CB Operation Report may be calculated incorrectly if scheduled callback requests with the same VCB_RECORD_HANDLE value arrive at the same virtual route point several times with different Connection IDs. If this occurs, the callback request is calculated as rescheduled even though the agent has not yet accepted the callback request. (ER# 98315)

Found In: 7.1.000.01 Fixed In: 

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Internationalization

Information in this section is included for international customers.

There are no known limitations or restrictions for internationalization.

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Getting Started Guide first.

  • Reporting 7 Getting Started Guide introduces the Reporting product set and describes Reporting component roles and interrelationships. (70rt_gs_05-2005_v3.00)

  • Reporting Technical Reference Guide for the Genesys 7.1 Release includes an in-depth discussion of the Genesys telephony call and statistics models, information how to customize various parts of the Reporting environment to meet your specific business needs, and a virtual dictionary of the elements that comprise the out-of-box templates for each solution and solution option. (71g_ref_rptg_04-2005_v3.00)

  • The Reporting 7 CCPulse+ Help file describes operation of the CCPulse+ application. (70rt_ccpulse-help_03-2005_v3.00)

  • Genesys 7 Migration Guide, Volume One: Framework, Reporting, and Solutions helps you plan and perform migration of Genesys 6.5 or 7.0 software to release 7.1.