GIW Kpi stats

[alaint]

Hi,

We have a department that agents ask to use GIW MyStats Kpi for number and average time separatly for inbound and outbound calls.  Theses stats work for almost every use case, but not all.  Like this one : When an agent call a RoutingPoint to contact a senior agent of the same department, the call impact outbound stats for both agent.  But for the senior agent, we want to impact inbound stats.  Someone know if its possibly for an unique interaction to be outbound for one party and inbound for the other?  How?

Thanks.

Alain

[Adam G]

Not sure how you come up with Inbound/Outbound call segments on an Internal call...?

[alaint]

[quote author=adamgill link=topic=9170.msg41258#msg41258 date=1445361292]
Not sure how you come up with Inbound/Outbound call segments on an Internal call...?
[/quote]

When agent A initiate the call, the interaction is tag CallOutbound and CallInternal. 
When agent B receive the call, the call still be CallInternal but for this agent it is an inbound call.

As I said, I not sure its possible.  But as I dont know everything...

Thanks.

Alain

[cavagnaro]

On Tserver define what is business calls and test after that. Change will affect whole platform

[alaint]

[quote author=cavagnaro link=topic=9170.msg41260#msg41260 date=1445365165]
On Tserver define what is business calls and test after that. Change will affect whole platform
[/quote]

Default value are use, so a call on RP is already a business call.  Maybe I dont understand what you say to solve my issue?

[cavagnaro]

You wanna tell Tserver that internal calls to be considered as ACD ones.

[cavagnaro]

internal-bsns-calls is the option you would like to read more about