Outbound Dialing Time Metric on CCA/CCPulse

[PFCCWA]

Hello,

I want to report on the average outbound dialing time but cannot find such a statistic on cca ot ccpulse.
this would be to determine how long on average a call is taking to transfer from cpd to agent.
the solution is OCS 8.1, CPD 8.1, Dialogic, T-Server 8.1, StatServer 8.1 and Voice Transfer Destination is a route point.

From a genesys article search I can see some metrics using ICON that would achieve this however we do not have this so am hoping there is a customised method available if no out of the statistics can do it.

thanks.

[abudwill]

Subscribing to this thread to see what others have to say.

In the past the only way I have been able to measure this is to examine logs (OCS, SIP, MCP - our deployment is a little different than yours) for the time in which our media gateway sends us notification of the CPD result to the time in which the customer leg of the call is done bridging with the targeted agent.

[Adam G]

To clarify: you want to know the average of how long it takes for calls that have already connected via CPD, then time them from the CPD, until an Agent picks them up?  Are you actually trying to get the average of how long it rings at the Agent,  before they Answer?

[PFCCWA]

[quote author=adamgill link=topic=9096.msg40794#msg40794 date=1442166341]
To clarify: you want to know the average of how long it takes for calls that have already connected via CPD, then time them from the CPD, until an Agent picks them up?  Are you actually trying to get the average of how long it rings at the Agent,  before they Answer?


[/quote]

Yes from CPD to actual answer by agent.
Genesys have advised to use log call stats option in OCS but as this produces a text file we would need to independently extract and produce reporting data from it.
other option is ICON which contain these stats already.

thanks.

[Adam G]

[b]EDIT:[/b]

Apologies: you specifically stated that you do [i]not [/i]have ICON...! 

OK..

So what you are looking for is a Statistic [i]calculation[/i], because you need to capture the Time between calls leaving CPD - and also the exact time Calls were Answered by Agents, then work out the difference and divide by the Number of Calls, to give you an Average...

Are you able to set up a DN Group to monitor your CPD Ports?  It's probably the best way to measure the Time between both locations (DN Group TO Agent)