Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: anandapriyan on September 12, 2017, 12:07:29 PM
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Team,
We have build the custom stat to display the handling time for agent to display in queue using the following stat.
HandlingTime:
MainMask - CallReleased,CallMissed,ACWCompleted,ACWMissed
Subject - DNAction
Category - TotalTime
Objects - Queue,GroupQueues,RoutePoint
But the concern in it is, It does not include the duration after the reply button is clicked by the agent till sending the email. Is there any possible solutions to calculate the after reply duration also. Kindly looking forward for your possible suggestions.