Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Gef Buneri on May 23, 2018, 03:24:22 PM

Title: Talk time values for virtual queues, using DMA 7.1
Post by: Gef Buneri on May 23, 2018, 03:24:22 PM

Hi all, hope everything is fine out there.

May I add a statistic pr VQs, in DMA? at the moment total talk time values (T_TALK, T_INBOUND, etc.), aren't present in DATAMART db owner for VQs, there's only for Agents and Agent Groups.


Best regards,

Gef.

Title: Re: Talk time values for virtual queues, using DMA 7.1
Post by: cavagnaro on May 23, 2018, 06:18:17 PM

Yes, but not exactly those, those stats are only for object type Agent, so VQ is a Queue object type. So no match.
What you can add is Handling time, which is a retrospective statistic.


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Title: Re: Talk time values for virtual queues, using DMA 7.1
Post by: Gef Buneri on May 25, 2018, 07:51:21 AM

Thanks Cav. Any direction about which doc may I read to understand how handling time is collected? (just inbound, or it counts all call types like internal, etc.).

Best wishes.

Title: Re: Talk time values for virtual queues, using DMA 7.1
Post by: cavagnaro on May 25, 2018, 03:16:01 PM

StatServer user guide will help.
Cheers

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Title: Re: Talk time values for virtual queues, using DMA 7.1
Post by: Gef Buneri on May 28, 2018, 10:10:07 AM

Thanksalot.