Author Topic: CCA talk time for calls answered on a queue (Read 4926 times)

LB · « **on:** January 01, 1970, 12:00:00 AM »

I have to report total talk time for calls answered on each queue. How can it be done?

JohnR · « **Reply #1 on:** January 01, 1970, 12:00:00 AM »

As you may hav noticed, Genesys reports talk time as an attribute of an agent or agent group. To report talk time for a specific queue you will need to setup a report layout on object type "Agent Group", and then filter for the proper queue. The filter would be simalar to this : ThisQueue = "7113". You should create an agent group that contains all agents in your center to pull the report off of.

LB · « **Reply #2 on:** January 01, 1970, 12:00:00 AM »

JohnR,
I did as you suggested but it seems that it works fine only for ACD Queues. For virtual queues only 30% calls are taken into account. I do not know why.

cumi · « **Reply #3 on:** January 01, 1970, 12:00:00 AM »

filter on attached data, that is attached in VRQs to the calls by your routing strategy.

Gaia · « **Reply #4 on:** August 28, 2017, 09:28:42 AM »

hello,

try this
[Total_Talk_Time]
Category=TotalTime
Description=Total Talk Time
MainMask=CallReleased
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction

Br,

cavagnaro · « **Reply #5 on:** August 28, 2017, 03:17:17 PM »

Be sure to add the Queue into the Agent Group origination DNs

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Author Topic: CCA talk time for calls answered on a queue (Read 4926 times)

LB

CCA talk time for calls answered on a queue

JohnR

CCA talk time for calls answered on a queue

LB

CCA talk time for calls answered on a queue

cumi

CCA talk time for calls answered on a queue

Gaia

Re: CCA talk time for calls answered on a queue

cavagnaro

Re: CCA talk time for calls answered on a queue