CCPulse

[Grzegorz Ostrowski]

Is it possible to define new statistic for CCPulse? I would like to get % of Answered calls = CallAnswered/(CallsAnswered+Calls Abandoned).

Grzegorz

[Vic]

Well, why not? You will need to create it in options under statserver

Weird question, what is wrong with current stats for % answered???

[Grzegorz Ostrowski]

I could find only %distributed and %abandoned in outof heox templates. Do you know where can I find detail description how to create custom statistics? In docs to 6.1 I can find very little information. (I mean mostly relations between main, relative masks and category).

[Vic]

Look on page 88 of statserver manual for custom stats.
Page 101 is good to understand what stats are available and how they work

Page 71 tells you pretty much everything you need to know about how to define statistics.

Also, CCP manual has a lot of really useful info on how to finetune your stats.

How are you defining it right now?
Vic

[Grzegorz Ostrowski]

Thank you Vic for your information. So far I have defined my statistics looking at predefining ones.

Grzegorz

[Kevin Monaghan]

Where do you find %Abandoned in CCPulse

[Grzegorz Ostrowski]

You can find it in QueueView. It is defined as
CallsAbandoned/(CallsDsitributed+CallsAbandoned)*100. So it can be not good enough for you (e.g. it does not take into account calls abandoned when agent's telephone is ringing already)

[Phil]

I know it's a long time since you posted this, however I have just started using this site.

I had a similar proble & fixed it by creating a pie chart to monitor Ans & aband. if you then hover over the chart it gives the percentage.