Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: anandapriyan on April 03, 2017, 04:12:34 PM

Title: TotalCallsAnswered Statistics not get updated
Post by: anandapriyan on April 03, 2017, 04:12:34 PM

Team,
In Queue view, The [b]Total Call Answered[/b] statistics are [b]not getting updated[/b]. But the call is answered. Kindly looking for your possible suggestions.

Title: Re: TotalCallsAnswered Statistics not get updated
Post by: cavagnaro on April 03, 2017, 04:17:02 PM

Queue? ACD Queue? Virtual Queue?
Please elaborate your questions, you put just a snapshot of your ideas. Also when having an issue post logs detailing your call scenario as much as possible.

We are no longer work with magic balls

Title: Re: TotalCallsAnswered Statistics not get updated
Post by: anandapriyan on April 03, 2017, 04:20:40 PM

Thanks For your reply. It is the Virtual Queues.Entered and Distributed values are getting updated. But not the Call answered statistics alone. But the agent answered the call

Title: Re: TotalCallsAnswered Statistics not get updated
Post by: cavagnaro on April 03, 2017, 04:27:06 PM

Assign the VQ to the AG

Title: Re: TotalCallsAnswered Statistics not get updated
Post by: n3vek7 on April 04, 2017, 05:02:16 PM

What's the stat definition? Also, post logs from URS or ORS to see if there's a RequestAnswerCall or some resources handling the call to confirmed it is answered...