Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Vic on January 01, 1970, 12:00:00 AM

Title: CCA bug with Wait Time
Post by: Vic on January 01, 1970, 12:00:00 AM

Hi,

I think there is a problem with CCA reporting of Total Wait Time.

Facts:

Total Wait Time reported by Brio for my Agent Group is twice the total login time.

I looked at Genesys support page and found the following article:
http://ticketsearch.genesyslab.com/viewDocument.aspx?docID=KC.77380&externalID=77380&sliceID=&dialogID=882083&iterationID=1&sessionID=9449|888050&url=&docName=Wait+time+are+reported+to+be+higher+than+the+login+time&sourceKmap=&viewFrom=Main&docDate=<DocDate><Y>2003</Y><M>04</M><D>09</D></DocDate>

There, it says that for older versions of statserver, there might be a problem with the way this statistic is defined. It recommends using Stat Server 6.5.101.14.

The problem lies with Total_Wait_Time defined as DNAction and not AgentStatus. As a result, it does not see agent logging out, meaning that Ready status continues after the agent logs out... Which obviously is not making much sense.

TotalWaitTime seems to be the right stat to use. But, in version 6.5.102.xxx the default agent group layout is still using Total_Wait_Time...

Has anyone else noticed this problem? If so, did you just change the default layout to use TotalWaitTime, or did you do something else?

Thanks,
Vic