Ringing Time Stat

[PFCCWA]

Hello,

I want to find the intepretation of the ringing time statistic in genesys.

Within DMA it is defined :

category: totaltime
subject: agentstatus
objects: agents
actions: mainmask with callRinging and delivery boxes checked.

Will this count any kind of ringing whether it is prior to an inbound call routing to an agent or if it also counts ringing when an agent dials out manually?

Thanks,
WA

[catanirex]

When an agent is dialing it is called CallDialing - not CallRinging

[René]

Hi,

You can find detailed description of StatServer's Actions in StatServer User's Guide.

As caterinex wrote there is no EventRinging in case of outbound call initiated by an agent. However, there is EventRinging for campaing outbound calls (predictive/progressive mode) and for internal calls as well.

R.

[PFCCWA]

Thanks for your answers.  Im just creating an outbound average handle time for agents who are manually dialling at the moment hence the original question but thank you for pointing out the calldialing stat, which id not factored in!

Think I wasnt descriptive enough on my question, when an agent dials a number, they can hear the phone ringing before it is answered - does this form part of callringing?

WA

[René]

Hi,

I know it might be a bit confusing but ringing that an agent hears during manually dialled outbound call is reported by StatServer as action "CallDialing". In case of having doubts about Genesys call model(s) you can check "Genesys 7 Events and Models Reference Manual".

R.