Hi folks! I need some help creating a custom IRD statistic for a team of people here who spend roughly equal amounts of time on inbound and outbound calls. We'd like to be able to more-or-less evenly distribute inbound calls, but the recommended routing statistic (StatAgentLoading) does not work well for this group.
For example, let's say an agent is next in line to receive an inbound call (he has no way of knowing this), but instead chooses to make an outbound call. (We do not use Genesys for outbound -- it's up to the reps.) Doing so "resets" his place in line and once he is done with his outbound, he's at the back of the line for inbound calls. This group would like to retain their place in line for Inbounds, even if they are on an outbound call or in ACW, NotReady, etc. Receiving an inbound call is the only event that should send them to the back of the line. (This group used to be on Avaya before they moved to SIPServer and apparently there is a setting in Avaya that accomplishes this.)
I've got a couple of ideas on how to fix this, and it all comes down to the statistic we use in the Selection block. The ideal statistic for us would be something that measures the amount of time since the rep's last Inbound call -- StatTimeSinceLastInbound. But I'm not sure how to create such a statistic.
If I create a statistic using the TotalTime category, Growing Window, with the Masks WaitForNextCall, OffHook, CallDialing, and CallOutbound, would this do the trick? Basically I'm including all in-call states except CallInbound. I'm afraid this might just total up the time spent in all of these states throughout the day, and only reset when StatServer resets overnight. Does anyone know how to "force" a statistic to reset back to 0 when a rep receives an Inbound call? Am I barking up the wrong tree?
Thank you in advance for your help and advice!
John
