General Issues

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:* [[http://zed.cisco.com/confluence/download/attachments/308354747/CHAT_PANE_FREEZE.doc Best practices to reduce Chat Freeze]]
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:* [[http://zed.cisco.com/confluence/download/attachments/308354747/CHAT_PANE_FREEZE.doc Troubleshooting chat freeze issue]]
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:* [[http://zed.cisco.com/confluence/download/attachments/308354747/CHAT+PANE+FREEZE+vs+IE+FREEZE.pdf Differentiating Chat freeze V/s IE Freeze]]
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:* [[http://zed.cisco.com/confluence/download/attachments/308354747/Sticky+Agent+Feature.doc Sticky Agent Feature]]
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:* [[http://zed.cisco.com/confluence/download/attachments/308354747/Best+practices+for+logging+out+of+CIM.doc Best practice for logging out of CIM]]
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:* [[http://zed.cisco.com/confluence/download/attachments/308354747/Accenture+recent+chat+issues.doc Troubleshooting Chats not getting assigned issue]]
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: '''SCENARIOS:'''

Revision as of 06:43, 11 January 2011

QUERIES: (eGActive DB)

Note: Open SQL Query window, Note to change to eGActive DB.


  • How do we monitor Chat/eMail activities at CIM level ?
Run below SQL query selecting eGain Active DB.
select * from egpl_casemgmt_activity where activity_id > activityid
example :activityid = 27789
The above Query is used to check whether Chat/email requests are comming into CIM and their states.(request queued,request assigned to an agent,request completion,exit status of request).


  • How do we map chat/email agent details at with ICM/CIM level ?
Run below SQL query selecting eGain Active DB.
select * from egpl_user
The above query displays agent information at CIM Level with skillTarget id.
select * from egicm_user
The above query displays agent information at ICM Level with skillTarget id with ICM Agent ID.


  • How do we see event history for a particular activity ?
Run below SQL query selecting eGain Active DB.
select * from egpl_event_history_case_mgmt where activity_id > activityid.


  • How do we see event history for a CIM user ?
select * from egpl_event_history_user


  • How do we see event history for a CIM user ?
select DATEADD(ss, event_date/1000, '1/1/1970') from egpl_event_history_user;


  • How to check status of CIM Services from DB ?
System:
select * from EGPL_DSM_PROCESS
Instance:
select * from EGPL_DSM_INSTANCE
State:
- running
- stopped
- starting








SCENARIOS:

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