General Issues

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(QUERIES: (eGActive DB))
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== '''QUERIES: (eGActive DB)''' ==
 
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:* [[QUERIES: (eGActive DB)]]
:* [[QUERIES: (eGActive DB)]]
:* [[Activity Chart]]
:* [[Activity Chart]]
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'''Note:'''
 
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Open SQL Query window, '''Note''' to change to eGActive DB.
 
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:* '''How do we monitor Chat/eMail activities at CIM level ?'''
 
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: Run below SQL query selecting eGain Active DB.
 
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: select * from egpl_casemgmt_activity where activity_id > activityid
 
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: example :activityid = 27789
 
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: 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).
 
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:* '''How do we map chat/email agent details at with ICM/CIM level ?'''
 
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: Run below SQL query selecting eGain Active DB.
 
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: select * from egpl_user
 
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: The above query displays agent information at CIM Level with skillTarget id.
 
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: select * from egicm_user
 
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: The above query displays agent information at ICM Level with skillTarget id with ICM Agent ID.
 
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:* '''How do we see event history for a particular activity ?'''
 
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: Run below SQL query selecting eGain Active DB.
 
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: select * from egpl_event_history_case_mgmt where activity_id > activityid.
 
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:* '''How do we see event history for a CIM user ?'''
 
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:select * from egpl_event_history_user
 
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:* '''How do we see event history for a CIM user ?'''
 
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:select DATEADD(ss, event_date/1000, '1/1/1970') from egpl_event_history_user;
 
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:* '''How to check status of CIM Services from DB ?'''
 
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: '''System:'''
 
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: select * from EGPL_DSM_PROCESS
 
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: '''Instance:'''
 
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: select * from EGPL_DSM_INSTANCE
 
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: '''State:'''
 
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: - running
 
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: - stopped
 
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: - starting
 
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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:'''
 
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:* '''Outage Symptoms:'''
 
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: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.
 
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: RESOLUTION: Refresh agent console.
 

Revision as of 06:52, 11 January 2011

Rating: 3.0/5 (1 vote cast)

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