StatTimeInReady after Inbound

[PFCCWA]

Hello,

We have a customer who has requested calls are routed to agents with longest wait (or idle) time after an inbound call.
Currently we route the calls using StatTimeInReady after all calls including outbound.  For them this means inbound calls are distributed unevenly (and in their case unfairly).  The outbound calls are completed manually using GAD so blending is not possible.  Inbound calls also have priority.
I dont think statcallscompleted or statcallsanswered will help because if an agent started on a later shift, calls will route to them until the numbers are equal again?

Is there a statistic possible for this?

There is timed after call work but might be getting too complex if we want to have longest time in wait after an inbound after call work state?

Thanks,
WA

[cavagnaro]

The ACW can be distinguished by call type (AfterCallWorkInbound, AfterCallWorkOutbound, etc) but the Ready is an agent native status, can be raised at any moment (without calls) and any time. What you can do maybe is to distribute calls to those who had done less Inbound calls...does it sounds logic?

[terry]

You can try (on your own risk though as this statistic is not described) if you have latest 8.1.2 URS, 8.1.200.16).

Name of created statistic should starts from RStatTimeInState followed with something else like RStatTimeInStateABC. How statistic is defined - doesn't matter except Active mask.
In Active Mask all states for which time in this state need to be accumulated to be checked.
While agent in one of these checked states statsitc will grow second by second, as only  agent happen to be in any not checked state - statistic will go to 0 and be there until agent again enter one of checked state.
Something like may be WaitForNextCall, OffHook, Ringing, Outbound, Outbound ACW.

after that the statistic just to be used as selecting criteria in target selecting objects.

   

[PFCCWA]

Is it not possible to create and use a statistic which counts the total time since the last AfterCallWorkInbound?

[cavagnaro]

No, read the Stat Server guide