CCA, caputue statistic for total talk time < 15sec

[Lei Yein]

Hi,
I need to capture statistic for internal call calls where their talk time is less than 15sec.

[Lei Yein]

I need to capture statistic for internal call calls where their talk time is less than 15sec.
What should I do when creating the report layout for this ?

[Joe]

You can pull this information from the status table and do a join to cfg_person to get the agent name. Your Params can be anything; that is, any type of call be it inbound/outbound/internal and for any duration.

[Eva]

You must to create a new category in the Data Modeling Assisant.

Category TotalNumberInTimeRange
Description Calls <= 15 sec.
MainMask CallInbound
Objects Agent, GroupAgents, GroupPlaces, Place
Subject DNAction

And you must create a new Time Range: for example
(after this you must restart the starserver and the DMA)

CustomThreshold15 115

Eva

[Lei Yein]

Hi,
I have created the new statistic, start and stop the stat server and DMA. But I still cannot see the new statistic created neither in the layout widzard nor report layout widzard. Did I miss any thing ?

[eva]

What have you done exactly?

1. Have you created an new Time Range?
You must created it in the StatServer Options/ TimeRanges.
(after this you must restart the starserver and the DMA)

2.Now create a new Layout Template in the DMA. Choose Agent or Group of Agents as Object Type if you want to report the "talk time".

Choose Add New Statistic and then New StatType.
Category TotalNumberInTimeRange
Description Calls <= 15 sec.
MainMask CallInbound
Objects Agent, GroupAgents, GroupPlaces, Place
Subject DNAction

Select the TimeRange 015sec.

Select the TimeProfile. ( The Intervall for the Data collection)

3. Now you must activate the Template.

I hope this will help you.

Otherwise you can sent me a mail with your telephone number and I will give you a call.

Eva

[eva]

I have forgotten an importen task.

If yuo have activate the Layout you must restart the StatServer again, because it is a new statistic.

Eva

[Lei Yein]

Hi.
I manage to create the statistic. Thank you very much !