General Issues

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Line 66: Line 66:
: '''SCENARIOS:'''
: '''SCENARIOS:'''
 +
 +
:* '''Outage Symptoms:'''
 +
 +
:a) _ind message flow stops. view in 1_pid_arm_log file.
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:b) 4105 stays for long in DB for CHAT.
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:c) CHECK for agent availability in person/from logs.
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: RESOLUTION: Restart Listener
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:* '''Availability:'''
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:a) Agent is available. Chat is assigned in DB(5000/5100) but not seen in agent inbox UI.
 +
: RESOLUTION: Refresh agent console.

Revision as of 06:46, 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:
  • Outage Symptoms:
a) _ind message flow stops. view in 1_pid_arm_log file.
b) 4105 stays for long in DB for CHAT.
c) CHECK for agent availability in person/from logs.
RESOLUTION: Restart Listener
  • Availability:
a) Agent is available. Chat is assigned in DB(5000/5100) but not seen in agent inbox UI.
RESOLUTION: Refresh agent console.

Rating: 3.0/5 (1 vote cast)

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