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Fabio

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Short Calls
« on: January 01, 1970, 12:00:00 AM »
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I have to calculate short inbound calls on virtual queue. Is it possible?
I have no ptoblem to calculate the same thing on Agent or Agent group like in this example:

Category=TotalNumberInTimeRange
Objects=Agent, GroupAgents, GroupPlaces, Place
MainMask=CallInbound
Subject=DNAction
Description=Total number of inbound calls in Time range for Agent

thanks.
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Jeff K.

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Short Calls
« Reply #1 on: January 01, 1970, 12:00:00 AM »
What is a "short" call?

I thought "short" call was a call that was dropped before being answered!
TotalNumberInTimeRange would give you number of times calls has appeared at agent's station.
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tenshi

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Short Calls
« Reply #2 on: January 01, 1970, 12:00:00 AM »
fabio, try adding
GroupQueues, Queue
to the Objects part of your stat.
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Marked as best answer by on April 27, 2025, 07:17:16 AM

Tony Tillyer

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Short Calls
« Reply #3 on: January 01, 1970, 12:00:00 AM »
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    • Fabio,

    "Short Calls", as Jeff states, are normally associated with Agent ype stats. A VQ is a pass hrough point, applied to any RP, Queue or passout point in a Strategy, etc.

    I'm not sure if you want to try and calculate the timings for a dropped call through the VQ or the time to a Short Abandoned Call to an Agent?

    What's the plan/idea/brief?

    Tony
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