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Author Topic: We cannot show Aver. Time of Aband. Calls in CCP  (Read 3146 times)

Andy

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We cannot show Aver. Time of Aband. Calls in CCP
« on: January 01, 1970, 12:00:00 AM »
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The AverAbandCallTime statistic does not show correct values for queues and virtual queues it shows 0.
Here is the definition of the AverAbandCallTime on the StatServer:

[AverAbandCallTime]
Category=AverageTime
MainMask=CallAbandoned
Objects=Queue, RoutePoint, GroupQueues
RelMask=CallAbandoned
Subject=DNAction

We have migrated to the Genesys 6.5 recently (from version 6.1).
Is the AverAbandCallTime statistic still valid for version 6.5 of StatServer ?
Should we use the other statistic / statistic definition for Average Time of Abandoned Calls in CC Pulse for queues ?

How to show Average Time of Abandoned Calls in CC Pulse for queues and virtual queues (which statistic should we use)?
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WO

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We cannot show Aver. Time of Aband. Calls in CCP
« Reply #1 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • This is how I would set it up.

    The SServer manual does say "When the denominator is 0, the returned value is 0."

    Hope it helps.
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    Tony Tillyer

    • Guest
    We cannot show Aver. Time of Aband. Calls in CCP
    « Reply #2 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • If it's for CCPulse, you also need to determine a Time to collect the stats. If it is left at the default, it will only report each 24 hours(!)

    I found that good "time slices" are 5 or 15 minutes, after which it should reset the statistic.

    Send me an email if you want the absolute details (screenshots) etc.

    I hope this helps?

    Tony
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