calls answered

[S2H]

hi,
I used this stat to find the total number of inbound and outbound calls answered by agents

CallsAnswered

MAIN MASK         CallAnsweredInbound,CallAnsweredOutbound
CATEGORY         TotalNumber
SUBJECT         DNAction
OBJECT TYPE(S) Agent, Place, GroupAgents, GroupPlaces


But, each time when i hold and retrieve the call ,the counts increases. Is there is any solution to make the count constant when i hold and retrieve the call. Please help me regarding the issue.



Thanks

[Kubig]

As first read the doc :-)

Just try to use "DCID"...

[mduran22]

Interesting, it should have just counted the call answered once based on the DNAction I believe.When you retrieve the call is it always the same connid?

[cavagnaro]

No it shouldn't, after the onHold Event comes a new EventRinging even, so you have a new action but with same ConnID.
As kubig said, ConnID is the trick

[mduran22]

Cav, Have you considered an interpersonal skills class?

...and yes, DNAction should only count a single durable action for eventanswered as opposed to AgentStatus which would count each time a status changed. DCID will work I am sure, but doesn't seem like you should need to do that. Also, with DCID if the call goes back to the same agent group or even agent, and the agent/group answers the call again you are actually going to start missing call answered stats.

I tested in in my dev environment and I only get one call answered regardless of how many times I hold and retrieve. I get EventRetrieved not answered on the Avaya PBX. Does your PBX show eventanswered when retrieving a call on hold?

[cavagnaro]

We are not in person persé and don't gonna write a long history for that.

DCID is applicable by metric, so you can build two, one with and one without.
DCID will depend strictly on what are you asking on your reports. Knowning its behavior as you described you can identify why a number is being shown and what does it means.

On question: How many customers called my call center? Answer is 1, no matter if was transferred 100 times over 100 agents on same AG.
On question: How many calls entered my CC including Transfers? Answer would be 100, no matter if same customer.
Then would be, ok? but how many were transfers? Ok, lets do an AttachData to figure it out.

So all depends on what are you seeking and wanna answer.

[cavagnaro]

[quote author=mduran22 link=topic=8608.msg37962#msg37962 date=1417053948]
...and yes, DNAction should only count a single durable action for eventanswered as opposed to AgentStatus which would count each time a status changed.
[/quote]

Sorry but you are totally wrong here, a status is nothing else than an Action with higher precedence.
So if I put my self on NotReady and begin to dial internally, you say you could measure only 1 action? Not true, that would be useless. For 2 calls I'd make two OffHooks and 2 dialings actions at least, while Status is still NotReady (1 only). And even if the other party answers would have two internal calls as Actions too, not one. Same goes for OnHold, etc etc.

[mduran22]

You are correct we are not in person so personal tone is difficult to read, and my statement was made tongue in cheek. I'll be in Brazil at some point and we can meet for a beer sometime and can talk more.

Yes, that is correct for retrospective or instantaneous actions like off hook or call answered, so my example was probably poor. It would be better suited for a durable action like on hold.

And yes, DCID  would work, but I have way to many times someone just changes a stat to DCID and then asks why the call volume for call answered has gone down for an agent or queue group?

However, on the Avaya switch at least, you shouldn't need to to use DCID. Perhaps other switches/PBXs look at this as a call answered, but on the not on Avaya. I always try and persuade customers away from using call answered as a stat for how may calls come into my center, because you can have cleared, abandoned, RONA, etc calls that you would miss. If that stat is for WFM purpose you really do need to know how many calls are being answered (even from the same call) and how long handle time is.

Anyway, agree that it depends on what you are looking for, but for most customers stats are complex and misunderstood and I would try to avoid DCID unless you know what you are using it for and make a specific statistic.

[cavagnaro]

[quote author=mduran22 link=topic=8608.msg37966#msg37966 date=1417130676]
I'll be in Brazil at some point and we can meet for a beer sometime and can talk more.
[/quote]

Sure! I've meet already with some guys here and had fun Send me a PM anytime! I'm at Porto Alegre, so if going north tell with some time to get tickets

The issue is that PBX has nothing to do with that calculation, is StatServers job. PBX generates a CSTA event, then translated to TLib events, TServer generates and receives them, then StatServer gets a copy of these events and decides to analyze them or not based on the metrics defined on him.

Cleared is a diffent history, only works for VQs.
RONA is also another history, that was a distributed but not answered, then enters again, with DCID would be still 1 call Entered, without 2, but there for example, that 2 would disturbe customers stats...

Honestly I see no reason why not to use DCID, in all my years of metrics building and complex reports, never missed a single call or the explanation and control of it on metrics...Alcatel, Nortel, SIP Server, Cisco...never had the chance yet to work with Avaya, due the fact of being an Alcatel Partner keeps me away from it but still looking to work on it some day close. The only thing that changes always is the call flow or treatment some PBX does, for example, Nortel, used to do a Forward on agents extensions and "missing" calls were advertised, but then understanding the call flow and understanding the events generated was easy to make a match on Stats and deliver the customer a report were all numbers matched.

In resume, I think only a better analysis would be the best approach.