Secondary apps not appearing in RTD 2

[atascoman]

My secondary apps (Scripts) are not showing up in the real time data for the applications or on the application performance report. Is this something new to 5.0? I may be mistaken, but I seem to remember all of the apps appearing on previous verions of SCCS.

 

[sandyml]

If I understand, you are referring to a script that receives a call after first being processed by another script, a secondary "application" if you will. In that case, no, it is not new to 5.0.

The first script that the Master Script passes a call to is an application. If that script in turn passes the call to a secondary script, the stats are still pegged to the primary script. The only way a secondary script can qualify as an "application" is if the Master Script has a direct pass-off to it for some calls. In that case, it will show as an "application" for those calls only. Calls passing from the Master Script to another script and then to that "secondary" application will not count against that script.

 

[atascoman]

Thanks, I guess I am getting rusty on Symposium.

 

[carolien]

Hi,
We use a workaround for this; in the primary scripts we route calls to cdn's (so they will go back to the masterscript). From there the call goes to the "secondary" script (which now is also primary of course). This way we see everything in RTD. Disadvantages: costs lots of cdn's and bigger load on masterscript.

 

[atascoman]

Yeah, I usually build them that way. I guess I had not built one with the nested scripts in so long, I had forgotten the rules.

 

[mte0910]

Also worth mentioning; Symposium only pegs two scripts for historical reports. The master takes one of those, so only the first script past the master is going to get a peg. Even if you go from the master to script "A", then back to the master and then on to script "B", "B" will not get a hit.

This can sometimes make it difficult to find where calls actually got answered if you use the secondary scripts.

 

[carolien]

mte0910: we have no problems reporting on script "B".

 

[mte0910]

carolien
Are you talking about real time or historical?
Because I want to know just how your are doing it if it is historical. Symposium only allows a call to peg 2 applications. The only exception is if it is a transferred call, then it gets a new call record and can peg two more.

In real time reporting you can see every where your calls are going, but you would be the first I have seen who has figured out how to get more than 2 pegs out of a single call record in historical.

 

[carolien]

hi mte0910,


I'll try to explain how we build our scripts with an example:
Masterscript:

Section external_CDNs
WHERE CDN EQUALS
	VALUE 2000 : EXECUTE SCRIPT A_SUPPORT
	VALUE 2001 : EXECUTE SCRIPT A_SALES
	DEFAULT : EXECUTE internal_CDNs
END WHERE

Section internal_CDNs
WHERE CDN EQUALS
	VALUE 4000 : EXECUTE SCRIPT B_SUPPORT_1
	VALUE 4001 : EXECUTE SCRIPT B_SUPPORT_2
	VALUE 4002 : EXECUTE SCRIPT B_SUPPORT_3
	VALUE 4003 : EXECUTE SCRIPT B_SALES_1
	VALUE 4004 : EXECUTE SCRIPT B_SALES_2
	VALUE 4005 : EXECUTE SCRIPT B_SALES_3
	DEFAULT : EXECUTE misc_CDNs
END WHERE

Section misc_CDNs
WHERE CDN EQUALS
	VALUE 5000 : EXECUTE SCRIPT C_FROM_SUPPORT_TO_SALES
	VALUE 5001 : EXECUTE SCRIPT C_FROM_SALES_TO_SUPPORT
	DEFAULT : EXECUTE wrong_number
END WHERE

script A_SUPPORT:
Here we welcome the caller, we chech we're opened this day, this hour, if so call goes to "open_section".

Section Open_Section
OPEN VOICE SESSION xxx
PLAY PROMPT VOICE SEGMENT Support
COLLECT 1 DIGITS INTO Choice_cv
END VOICE SESSION
WHERE Choice_cv EQUALS 
	VALUE 1: route call 4000
	VALUE 2: route call 4001
	VALUE 3: route call 4002
	DEFAULT: route call 4000
END WHERE

script B_SUPPORT_1:
Very short script, just to assign priority, skillname and send it to the queue

skill_priority assigned 2
skill_name assigned SK_SUPPORT_1
execute script queue_script

Now we can get (historical and real-time) reports on A_scripts aswell as on B_scripts.
I hope this answers your question, if not please ask!