CallConsultOriginated / CallConsultReceived - time based stats?

[JTL]

Hope someone can fill me in on this one...

I've been ploughing through with our consult call business requirements. Have created some N_Consult_Rec and N_Consult_Orig stats to count the number of made/received Consult calls. This works fine.

We also have N_Consult and T_Consult statistics which count the "number" and "talk time" of consult calls.

However, it has now gone a bit pear-shaped, since I tried to create T_Consult_Rec and T_Consult_Orig - using a copy of the T_Consult statistic, except with the CallConsultReceived or CallConsultOriginated actions instead.

On reading the Genesys manuals, I thought this should work, since they are apparently durable (not momentary) actions.

However, when I create a reporting template and layout, and begin to collect stats based on a sample call, I see T_Consult increment correctly, and I see the N_Consult_Orig and N_Consult_Rec stats increment correctly, but NOT the T_Consult_Orig and T_Consult_Rec (time based) stats.

It is:

Category=TotalTime
Description=Total Consult Originated Talk Time
MainMask=CallConsultOriginated
Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=AgentStatus

Which is exactly the same as our (working) T_Consult, except the MainMask is different...

So why isn't this working???

[cavagnaro]

As AgentStatus? I believe it should work as DNAction as CallConsultOriginated is not an AgentStatus

[JTL]

[quote author=cavagnaro link=topic=2452.msg9273#msg9273 date=1189092771]
As AgentStatus? I believe it should work as DNAction as CallConsultOriginated is not an AgentStatus
[/quote]

As soon as I typed that up, I wondered if Agent Status might have anything to do with it since the CallConsult is likely to be the overriding action on the Agent at the time... yes?

I will try again with DNAction and report back

[JTL]

[quote author=cavagnaro link=topic=2452.msg9273#msg9273 date=1189092771]
As AgentStatus? I believe it should work as DNAction as CallConsultOriginated is not an AgentStatus
[/quote]

Good call.

Tried again this morning, T_Consult of 76 seconds for both agents, T_Consult_Orig of 76 for Agent A, and T_Consult_Rec of 76 for Agent B.

Perfick!

[cavagnaro]

Good to know