UCCX Resource Selection Criteria Question

Description:
Customer wishes to replicate their current inbound call algorithm for call distribution to agents.
Requirements:
Inbound sales calls distributed to preferred agents on a percentage basis (or some close facsimile).
Example:
Agent 1 receives 10 inbound lead calls for exemplary performance.
Agent 2 receives 8 inbound lead calls for good performance.
Agent 3 receives 2 inbound lead calls for decent performance.
Total of 20 calls with 50% of calls going to top agent, 40% going to next best agent etc.
Is there any way this is achievable? The current setup is a manual process where inbound calls are transferred directly to an agent based upon a list of agents and the order in which they should answer a call. The agent name (Agent 1 for example) appears more frequently in the list and therefore receives more calls.
I can't figure a way to get close to this if the queue doesn't get saturated enough to have people actually queued up.
UCCX 7 - Standard licensing.

I have been thinking about this since you posted it yesterday. I believe you are correct that there is no native mechanism to do this when there are multiple resources in a ready state. The distribution algorithm of the CSQ, even with the By Weight option does not do this exactly.
The best idea that I can think of would be to upgrade the system to a Premium license, create three separate CSQs (good, better, best resources) and write an HTTP-based XML integration with another application server that could make the deicison on behalf of CCX. At a high level it would look like this:
The script would be triggered and the caller treated with whatever IVR is appropriate.
Upon identifying the correct department/group of agents to use (e.g. sales), CCX performs an HTTP POST to an application server specifying what department this call is destined for.
The external application server keeps track of the individual requests received from CCX and makes the decision which CSQ this should be offered to first.
The external application server provides CCX an XML reply including the CSQ name to start with.
CCX stores this result to a variable and proceeds to the Select Resource step.
Note that you would want to perform some exception handling here and account for some problems. If the application server fails to respond or provides an invalid answer, the script should be able to proceed on without it.
(Optional) After some period of time or a predefined threshold is met using the Get Reporting Statistics step, the contact is queued against the other two CSQs as well. Alternatively, you could use the By Order algorithm in the CSQ and place the other skills (good, better, best) in each CSQ. For example: The Best CSQ would have the Best skill followed by the Better and Good skills listed.
Perhaps someone else has a better idea though.

Similar Messages

Resource selection in process order

Dear Experts,
I have a scenario where I want to group similar resources under specific resource types and finally arrive at a situation where if I try to change the resource in an order from the drop-down menu in the resource field, it only shows those particular resources which belong to the same category. Can anybody suggest a way to map this ?
Thanx in anticipation.
Regards
Sm.

Hi
This can be achieved by using Work center class type 019.
For example if you have manual lathe machine and automatic lathe machine which can be used to do the same the operaion. Then the resource can be selected after creating the process order based on availability.
1. Create a class type 019 and assign the required characteristics of the work center.
2. Create a resource using CRC1 and Goto Extras-->Clasification and assign the class created.
3. Create Recipe.
4. Select the operation in the recipe and click on the resource selection criteria radio button in the bottom menu and mention the selection criteria.
5. Create a process order and if more than one work center is satifying the criteria mentioned in the recipe then you can change the resouce in process order by cliking execute resource selection.
Regards
S.Senthil

"SUIM User Users by Complex Selection Criteria by Role" question

Hi all,
Suppose the situation is:
Composite role ZCR contains single role ZSR (profile T-001) . Composite role ZCR assigned to below two users with different expire date (both users are not locked and not expire):
UserA - 01.01.2013
UserB - 01.01.2024
(Case 1) SUIM -> User -> Users by Complex Selection Criteria -> by Role (either specify ZCR or ZSR) the result is:
UserA
UserB
(Case 2) SUIM -> User -> Users by Complex Selection Criteria -> by Profiles (T-001) the result is:
UserB
Is SUIM has error or other assumption on Case 1? I expected the result is UserB only.
I knew there is program PRGN_COMPRESS_TIMES to remove assignment which have already expire and all the related tables. Please let me know if the result in case 1 is SAP standard or can be fixed by OSS notes? Thanks.
Regards,
Donald

Hi Donald,
If the user having validity expired role in his user master SU01, then the expired role can be seen under 'Role' tab in SU01 with 'Valid to' date, but the role relevant profile will be removed from user at the time of role expiration date.
So when you search for users based roles (Case 1), the SUIM lists all users who are assigned to that particular role, irrespective of expired role assignments. So in Case 1, please follow below step for accurate results.
1. (Case 1) SUIM -> User -> Users by Complex Selection Criteria -> by Role (either specify ZCR or ZSR) the result is:
UserA
UserB
2. Then select all users in SUIM output (UserA & UserB), and click on 'In Accordance with Selection' button. So that you can see the users and the (ZCR) ZSR role 'Valid to' (End Date) date for each user.
By doing second step here, you will get the accurate results. This is how the SUIM works.
Thanks
Sridhar
>point begging removed by Moderator - last warning!<

BPL - Define Selection Criteria (Selection Exit)

We are using TDMS 3.0 with following patch level:
DMIS             2006_1_700     0010
DMIS_CNT     2006_1_700     0010
DMIS_EXT     2007_1_700     0000
We have a scenario where we want to transfer all sales transactions of particular plant in target system. We have selected package BPL scenario in TDMS with business context sales document.
Under 'Define selection criteria' activity, we are getting only sales Document number as a filter criteria. We can extend the filter criteria to any column of table VBAK, but not any of the dependent tables (Like VBAP - containing plant)
The operation guide shows an example of selection criteria for materials, filtering by the start table (MARA-MATNR) and at the same time by a dependent table (MARC-WERKS). I want to apply the same logic to tables VBAK & VBAP. There are two problems in my way:
1. As per operation guide, when you execute 'Define Selection Criteria', we should see three tab pages. 'Selections', 'Selection criteria' & 'Tables'. But I can see only two in my system i.e 'Selection criteria' & 'Tables'. There is no 'Selection' tab page in my system.
2. Referring to forum Re: BPL: Filtering depending tables , we can use 'Selection Exit'. But can anybody guide me how that can be implemented and attached to the filter / process?
Thanks & Regards,
Audy.

Hi again.
Forum rules do not allow more than one question in the same thread, but anyway...
TDMS BPL works by direct inserts in the database, so functional dependencies are not checked. This means that in VA01 you cannot create a sales order for a customer that does not exist but with BPL you can, though later of course you'll have problems when checking the sales order in VA03 (this is just an example: in practice the sales order context by default also includes the relevant customers). Unlike archiving, where you cannot delete a customer if sales orders for that customer still exist, in TDMS there are no such checks. This means there is really no sequence: in the end everything will be there.
The direct inserts also mean that document numbers are kept the same, so existing objects with the same number are overwritten; check if that is a problem for you.
About the last part of your question: first, don't forget that BPL does not include customizing, so make sure it is already there; second, BPL contexts are designed to include most tables related to a business process, but as you know R/3's data model is quite complex. After the copy you might realize that for your specific process maybe some tables were not considered. In that case I suggest you complain via OSS so that the context can be improved and we all profit.. ;). You must also be careful if you have Z tables that must be added to the context.
Regards,
Rui Dantas

Selection screen: PNP database or other selection criteria

I received a specification of a new to be developed program where they defined a selection screen with a with 2 radio buttons:
1.     Use the logical database PHP for data selection (rb1);
2.     Use other criteria for data selection (rb2).
My question is, is this possible?
Or should I add the other criteria between the GET PERNR and the following code with?
Sample:
GET PERNR
IF rb2 = X.
    [Check other criteria]
    IF sy-subrc <> 0.
      EXIT.
    ENDIF.
ENDIF.
null

When either pnp OR other selection :
Create program 1 with 2 radiobuttons ==> pnp-selection (rb1)or other selection (rb2). When rb1 is selected go to pgm1 with pnp ; when rb2 is selected go to pgm2 with other selection criteria. Copy pgm1 to pgm2 and add extra selections en delete pnp-statements.
When pnp WITH extra selections : 1 pgm can be used as you described.

Report Painter - Change multiple selection criteria

Hi Experts,
I am new to report painter. I need to change a report which is being developed in Report Painter. I need to add extra selection criteria.
Please help.
Regards,
Nitin.

Please search for available information before posting, do not post basic questions.
Thread locked.
Thomas

Updated Report Selection Criteria doesn't show in Publication

Hi,
This is my first post in this forum and I'm relatively new to Crystal Reports Server.
We have Crystal Reports Server 2008 V1 SP3.
I have two independent reports that I've put together in a report publication. The report is saved to the file system.
I made a change to one of the report's selection criteria. I viewed the report thru the Crystal Reports Program and Infoview/CMC to confirm the additional records I wanted showing were showing. They were and everything worked.
A week went by and I noticed that the saved report didn't have the additional records.
I've contacted SAP support and we were able to get everything working by doing the following
1) Remove the updated report from the publication's Source Documents list. Save and Close
2) Re-add the report to the publication's Source Documents list.
3) Delete the old recurring schedule (so we don't have two instances doing the same thing).
4) Re-create a new schedule for the delivery (not reschedule and replace an existing nor reschedule and create new, but a brand new one).
These changes were compounded by the fact that I had 4 different scheduled instances, each with a different parameters, so these 4 steps were actually closer to 8.
In my own testing I was able to confirm something similar happens with a single report (not part of a publication) when you change the selection criteria. I had to create a new scheduled delivery in order to get the selection criteria change to flow thru.
My questions to all you is
Is there some other way to distribute 2 reports in way that making a change the criteria of the report doesn't require doing anything else?
Thanks.
Edited by: David Steven on Feb 13, 2012 9:58 PM

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Dynamic Selection Criteria in FBL3N

Hi Experts,
In FBL3N, the user would like an output on the basis of trading partner on a document level. In the Dynamic selection button, Trading partner field selection criteria is inside GL A/C Master Record level/folder.
My question are:
1. is it ok/logical to add Trading partner field under Document level folder even if it already exist in GL a/c master record level folder?
2.or do i have to remove the trading partner field in GL A/C master data before i add the field in Document Folder?
3. how do i remove and add new field in the dynamic selection screen
Thank you in advance for your inputs.

Hi,
This might give you an answer.
[Adding fields in dynamic selections in FBL*N reports|http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/b0e0039a-0d79-2c10-0aaf-9f6c062c0ffb?quicklink=index&overridelayout=true]
Regards,
Jigar

DRQ: Isolate the Daily, Monthly and Yearly CheckBoxes in Selection Criteria

Module: Financials => Financial Reports => Accounting => General Ledger
Request to Isolate the Daily, Monthly and Yearly Check Boxes in the General Ledger - Selection Criteria screen, instead of an option in the report window.
Problem: If there is BP/General Ledger having long transaction list, then once user un-check any of the check boxes system takes long time to remove/hide those rows which contains Totals. Which is effecting the performance of the report also. Also those checkboxes appeared with check marked by default.
If user has an option in the selection criteria screen, then they can choose which Total they want before previewing the report and mark accordingly.
Thanks & Regards
Anjan Bhowmick

Being reached to 10 open question, I am forced to close this thread

ABAP Query - SQ02 and SQ01 - custom selection criteria

Hello
I am on 46C. In my infoset I need to define three custom fields for selections. I am able to do that. Once I create my query these appear on the selection screen. So far so good.
1. I need to use these custom selection fields as selection criteria for the tables in the join. How do I do that ?
2. If I need to default some values for these selection criteria, I can do that in the definition. However I need the values to be greyed out to prevent the user from editing the values entered. How do I do that ?
Thanks
Hari

1. I see that the standard variant assigned at the query level in SQ01. actually protects the selection field. There is no coding to make it only display. This answers part 2 of my question.
2. I am positive that the additional SELECTION that was created is being used in the main join that retrieves data in the query (in addition to being used for other things). I am not sure why somebody would define it that way instead of just creating a regular selection field in SQ01. Could it be because there is custom coding present for additional fields and there is reference to the selection variables needed for the additional field ?
How does one make this additional SELECTION also a criteria on the join ? I have attached the actual join Query generates - WRK, VKO and VTW are additional selection criteria.
FYI - this is an existing query, that I need to enhance
Thanks
Hari
SELECT MBEWBWKEY MBEWMATNR MBEWPEINH MBEWSTPRS MBEW~VERPR
       MBEWVPRSV MBEWZPLP1 MARAMATNR MARAMEINS MARA~MSTAE
       MARAMTART T001KBUKRS T001KBWKEY T001BUKRS T001~SPRAS
       T001WAERS MARCMATNR MARCMMSTA MARCPRCTR MARC~WERKS
       MVKEMATNR MVKEPRODH MVKEVKORG MVKEVMSTA MVKE~VTWEG
INTO (MBEW-BWKEY , MBEW-MATNR , MBEW-PEINH , MBEW-STPRS , MBEW-VERPR
     , MBEW-VPRSV , MBEW-ZPLP1 , MARA-MATNR , MARA-MEINS , MARA-MSTAE
     , MARA-MTART , T001K-BUKRS , T001K-BWKEY , T001-BUKRS , T001-SPRAS
     , T001-WAERS , MARC-MATNR , MARC-MMSTA , MARC-PRCTR , MARC-WERKS
     , MVKE-MATNR , MVKE-PRODH , MVKE-VKORG , MVKE-VMSTA , MVKE-VTWEG )
FROM ( MBEW
       INNER JOIN MARA
       ON MARAMATNR = MBEWMATNR
       INNER JOIN T001K
       ON T001KBWKEY = MBEWBWKEY
       INNER JOIN T001
       ON T001BUKRS = T001KBUKRS
       INNER JOIN MARC
       ON MARCMATNR = MBEWMATNR
       AND MARCWERKS = MBEWBWKEY
       INNER JOIN MVKE
       ON MVKEMATNR = MARAMATNR )
       WHERE MBEW~MATNR IN SP$00002
         AND MARA~MTART IN SP$00001
         AND MARC~WERKS IN WRK
         AND MVKE~VKORG IN VKO
         AND MVKE~VTWEG IN VTW
         AND MVKE~PRODH IN SP$00003.

PURCHASE REQ,No data satisfying selection criteria exists(error msg:MEQ009)

Hi,
I am unable to view My Purchase requisition history in ME51N
Error message "No data satisfying selection criteria exists" is displayed in the selecton variant
message number: MEQ009
pls. help me
Regards

Thankyou verymuch
but my question is not that...
in ME51n > Document overview on> selection variant>My purchase requisitions> i fine the error displaying" NO DATA SATISFYING SELECTION CRITERIA EXISTS"
error msg number: MEQ-009
pls. help me with this...
Regards

How to delete selection criteria for select-option in program

Hi all,
I have a selection screen with few select-options. the question is if i inserted some value at the select option, how can i delete the selection criteria in the program ? example if i have 3 radio button A,B,C. if I click rb A, select option A1 will be active and other 2 select oprtion B1 and C1 will dim, when I click rb B, the value at select option A1 will be deleted and dim and at the same time, B1 will be active, C1 will dim. when i click rb C, the value at A1 and B1 will be cleared if there is any value in it and then A1 and B1 will dim but C1 will be active. I've found a way to make the select option active n inactive when depending on which rb i click, thanks to a forummer here but to clear the value when the select-otpion is inactive?
Thanks for any help.

Hi
See the sample code and do accordingly
SELECTION-SCREEN BEGIN OF BLOCK b1 WITH FRAME TITLE text-001.
PARAMETERS: pa_file TYPE rlgrap-filename MODIF ID abc,
pa_lifnr TYPE lfa1-lifnr MODIF ID abc,
pa_vkorg TYPE vbak-vkorg MODIF ID abc.
SELECTION-SCREEN END OF BLOCK b1.
SELECTION-SCREEN BEGIN OF BLOCK b2 WITH FRAME TITLE text-002.
PARAMETERS: pa_kunnr TYPE vbak-kunnr MODIF ID def.
SELECT-OPTIONS: s_lifnr FOR gs_lfa1-lifnr MODIF ID def,
s_date FOR gs_lfa1-erdat MODIF ID def,
s_augru FOR gs_vbak-augru MODIF ID def,
s_vbeln FOR gs_vbak-vbeln MODIF ID def.
SELECTION-SCREEN END OF BLOCK b2.
SELECTION-SCREEN BEGIN OF BLOCK b3 WITH FRAME TITLE text-003.
SELECTION-SCREEN BEGIN OF LINE.
PARAMETERS: pa_upd RADIOBUTTON GROUP g1 USER-COMMAND uc01 DEFAULT 'X'."#EC *
SELECTION-SCREEN COMMENT 3(60) text-004 FOR FIELD pa_upd.
SELECTION-SCREEN END OF LINE.
SELECTION-SCREEN BEGIN OF LINE.
PARAMETERS: pa_rep RADIOBUTTON GROUP g1 ."#EC *
SELECTION-SCREEN COMMENT 3(60) text-005 FOR FIELD pa_rep.
SELECTION-SCREEN END OF LINE.
SELECTION-SCREEN END OF BLOCK b3.
IF pa_rep EQ gc_x.
LOOP AT SCREEN.
IF screen-group1 = gc_abc.
screen-input = gc_zero_num.
ELSEIF screen-group1 = gc_def.
screen-active = gc_one_num.
ENDIF.
MODIFY SCREEN.
ENDLOOP.
ELSEIF pa_upd EQ gc_x.
*For Reprocessing
LOOP AT SCREEN.
IF screen-group1 = gc_def.
screen-input = gc_zero_num.
ELSEIF screen-group1 = gc_abc.
screen-active = gc_one_num.
ENDIF.
MODIFY SCREEN.
CLEAR pa_upd.
ENDLOOP.
ENDIF.
REPORT zrich_001.
PARAMETERS: p_rad1 RADIOBUTTON GROUP grp1 DEFAULT 'X'
                        user-command chk,
            p_rad2 RADIOBUTTON GROUP grp1.
SELECT-OPTIONS: s_datum1 FOR sy-datum MODIF ID d1,
                s_datum2 FOR sy-datum MODIF ID d2.
AT SELECTION-SCREEN OUTPUT.
LOOP AT SCREEN.
    IF p_rad1 = 'X'
      AND screen-group1 = 'D2'.
      screen-active = '0'.
    ENDIF.
    IF p_rad2 = 'X'
     AND screen-group1 = 'D1'.
      screen-active = '0'.
    ENDIF.
    MODIFY SCREEN.
ENDLOOP.
<b>Reward points for useful Answers</b>
Regards
Anji

BGP selection criteria in a VXR-G2 running SB code

Hi,
In brief, I have a VRF configured on a PE router which is a 7200-G2 router running 12.2(31)SB18, I import two route targets, one of them belongs to another VRF.
Now, when I receive two default routes from both VRFs, and my question is, why did the PE router preferred the default route from 192.168.253.252:20500:0.0.0.0/0 although it's the newer one as presented below (I have removed the RT and then added it again, so that the route becomes the more recent)
Any ideas?
pe1#sh ip bg vpnv4 vrf network 0.0.0.0/0
BGP routing table entry for 192.168.253.210:10:0.0.0.0/0, version 43143585
Paths: (1 available, best #1, table network)
Flag: 0x420
Advertised to update-groups:
     3
Local, imported path from 192.168.253.252:10:0.0.0.0/0
    192.168.253.251 (metric 2010) from 192.168.253.110 (192.168.253.110)
      Origin incomplete, metric 0, localpref 100, valid, internal, best
      Extended Community: RT:20500:10
      Originator: 192.168.253.252, Cluster list: 192.168.253.110
      mpls labels in/out nolabel/719
pe1#conf t
Enter configuration commands, one per line. End with CNTL/Z.
pe1(config)#ip vrf network
pe1(config-vrf)# route-target import 20500:20500
pe1(config-vrf)#^Z
pe1#sh ip bg vpnv4 vrf network 0.0.0.0/0
BGP routing table entry for 192.168.253.210:10:0.0.0.0/0, version 43146664
Paths: (2 available, best #1, table network)
Flag: 0x420
Advertised to update-groups:
     3
Local, imported path from 192.168.253.252:20500:0.0.0.0/0
    192.168.253.251 (metric 2010) from 192.168.253.110 (192.168.253.110)
      Origin incomplete, metric 0, localpref 100, valid, internal, best
      Extended Community: RT:20500:20500
      Originator: 192.168.253.252, Cluster list: 192.168.253.110
      mpls labels in/out nolabel/825
Local, imported path from 192.168.253.252:10:0.0.0.0/0
    192.168.253.251 (metric 2010) from 192.168.253.110 (192.168.253.110)
      Origin incomplete, metric 0, localpref 100, valid, internal
      Extended Community: RT:20500:10
      Originator: 192.168.253.252, Cluster list: 192.168.253.110
      mpls labels in/out nolabel/719

Hello Sreenivas,
Thanks but I already know that.
When I click on fullscreen selection criteria (mountain icon) I only see user fields I added in the config when I'm connected with a user account that never accessed IMA11.
Is there a way to allow people who already accessed IMA11 to see new user fields configured in CUSTSEL_IM_FA_IA?
Thanks,
François

Selection Criteria in Infoset

Hi All,
In infosets, in the selections tab, i have defined a selection criteria & i want to restrict the values for this.
Eg: for MARC-WERKS
For single values i can use... DEFAULT '1000'
For a rangle of values i can use ... DEFAULT '1000' TO '1005'
But i am not sure how to enter the values if it is not in range i.e. i want the default values to be
1000, 1001, 1004, 1008
Hope my question is clear, await inputs.
Anyone to help on this?
Edited by: Vivek on Dec 22, 2007 5:54 PM

Mr. Sriram,
Thanks for the inputs. But when i try to declare a field in Selections tab as 'Selection Criteria' & add a few lines of code to this field & try executing the query, i get the below message from system & the query terminates.
'Local SELECT-OPTIONS are not allowed (FORM routine or GET event is
active).'
I would like to know how to correct this error. I have tried for a few selection options in different query, but get the same error.
Is it because, if select-options i.e. in 'At Selection-Screen' is defined in infoset the query should not have any selection options & all selections must be handled in the infoset itself?
Await your inputs.
Vivek

Sorting in Selection Criteria

Hello All,
I have "Key" and "Text" displayed in the selection criteria of a variable. by default this is sorted on "Key" while my user wants it to be sorted on "text". is there anyway to set it to be sorted on "text" and not on "Key".
Thanks
Akshat

Hello Godhuli,
Thanks for the reply, actually that sorting option change the sorting order in the result (i.e on the grid which is displayed when query is actually executed).
My question was when i have some selection criteria for some variables in a report and on the first screen a list of all those variables appear where i can select or write down the filter values. there i have the option to click so a new small window popsup which shows me the some possible values of that variable and i select from that (based in =,[],* etc....). I want value in that Pop Up window to be sorted on text and by default those values are sorted on "Keys"[ and even in my query properties-> Display options, i have only selected to show "text" and to sort on that in ascending order] so it seems that those options are not governing what i want to change.
Thanks in advance for your help.
Regards
Akshat

UCCX Resource Selection Criteria Question

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