General Issues

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	== '''QUERIES: (eGActive DB)''' ==		== '''QUERIES: (eGActive DB)''' ==
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		+	:* [[QUERIES: (eGActive DB)]]
		+	:* [[Activity Chart]]
	'''Note:'''		'''Note:'''

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Revision as of 06:50, 11 January 2011

QUERIES: (eGActive DB)

• QUERIES: (eGActive DB)
• Activity Chart

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

• [Best practices to reduce Chat Freeze]

• [Troubleshooting chat freeze issue]

• [Differentiating Chat freeze V/s IE Freeze]

• [Sticky Agent Feature]

• [Best practice for logging out of CIM]

• [Troubleshooting Chats not getting assigned issue]

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.