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cuneyt97

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Number of calls greater than 3 minutes
« on: January 01, 1970, 12:00:00 AM »
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Hi is it possible to see how many calls ave talk. duration greater than 3 minutes) an agent answered in CCpulse
i mean i want to set a filter to an agent so that if the call's ave. time is greater than 3 min, then it will be counted for that agent but if it's not then , it won't be counted..

Rgrds.
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Beancurd

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Number of calls greater than 3 minutes
« Reply #1 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • I think the average call time is missing the point a fair bit.
    Have you thought about setting it up in your Stat Server using a time range?
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    Tony Tillyer

    • Guest
    Number of calls greater than 3 minutes
    « Reply #2 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • A Filter is good;

    I find it easier to set up Filters and new Time Ranges in DMA then update the StatServer with them, using the update button in DMA.
    The Filter should be based on: Talk Time (or Average Talk Time) for an Agent, with a (new) Time Range of 180 seconds to 10000 seconds.
    After this, it should be fairly easy to apply it to an Agent Layout in CCPulse.
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