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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: soyoung on December 10, 2018, 08:31:52 AM

Title: 【solved!】How to calculate ExpectedWaitingTime?
Post by: soyoung on December 10, 2018, 08:31:52 AM

Hello ;)

i'm using 8.1 IRD, CCPulse.
My routing is based on multi-skill-level, and Queue is only one(skill and Queue 1:1)

if Skill is task1, Queue is task1 too.
Agent can have multi-skill(task1, task2, task3).

If you call task2, it enters the task2 queue.


I want to show EWT in CCPulse.

i set to StatServer.

category : ExpectedWaitTime
DNAction
mainmask:CallWait
relmask : CallDistributed, CallAbandoned


but, CCPulse's value is always 10000.
Why has it been 10000 all the time?


EWT was properly acquired by IRD.
however, there is one problem.


InVQWaitTime['Queuetest_SwitchSIP']  = ex) 60
SData['Queuetest__SwitchSIP@_urs_StatServer_01P.Q','StatExpectedWaitingTime'] ex) 80


i am wondering that the two result values are different...
What is the right ?

What have to set as routing status? StatExpectedWaittime?

i am a beginner..
Can you help me how to do it?


THANK YOU :-*

Title: Re: How to calculate ExpectedWaitingTime?
Post by: cavagnaro on December 10, 2018, 11:25:18 AM

You need to add to your agents groups as originitation DNs the VQ or RP where calls are queued.
Search the forum before posting please

Title: Re: How to calculate ExpectedWaitingTime?
Post by: soyoung on January 16, 2019, 04:53:14 AM

i added to agents groups as originitation DNs the VQ where calls are queued...

but, CCPulse+ is always 10000... :'(

i set to StatServer for CCP

category : ExpectedWaitTime
DNAction
mainmask:CallWait
relmask : CallDistributed, CallAbandoned


where should i search for EWT???
  :'( :'( :'(

Title: Re: How to calculate ExpectedWaitingTime?
Post by: szs5tim on January 16, 2019, 01:49:25 PM

I thin you are missing the Objects KVP.

It should look like this:

[ExpectedWaitTime]
Category=ExpectedWaitTime
MainMask=CallWait
Objects=Queue, RoutePoint, GroupQueues
RelMask=CallDistributed, CallAbandoned
Subject=DNAction

And again, make sure that the VQ is configured as Origination DN on a Agent Group, and you have agents logged in from that group.

Aaand restart Stat Server after editing the statistic.

Title: Re: How to calculate ExpectedWaitingTime?
Post by: cavagnaro on January 16, 2019, 01:49:47 PM

Also add the VQs, not just the RP
Post a screenshot of your agent group and your CCPulse view

Title: Re: How to calculate ExpectedWaitingTime?
Post by: soyoung on January 17, 2019, 01:32:03 AM

thank you!

i uploaded screenshots that CCPulse, IRD, Agentgroup..! ➡ i deleted my screenshots

i dont know what the problem is... ???

Title: Re: How to calculate ExpectedWaitingTime?
Post by: szs5tim on January 17, 2019, 01:15:13 PM

Did you load the ccpulse template on the same VQ?
Is somebody from that Agent Group where you configured the VQ as origination DN logged in?

If the above are correct and true, you should receive 0 when that statistic is calculated for that VQ.

Title: Re: How to calculate ExpectedWaitingTime?
Post by: cavagnaro on January 17, 2019, 03:40:17 PM

Initial numbers will vary from how many calls you did and answered, time talk.
Error would mean a number like 10000 which is not what we see.
Please check statserver logs for URS requests and ccpulse ones on that statistic


Enviado de meu SM-G9650 usando o Tapatalk

Title: Re: 【solved!】How to calculate ExpectedWaitingTime?
Post by: soyoung on January 18, 2019, 06:01:49 AM

cavagnaro,szs5tim thanks!!!! :-*

I feel relieved that the problem has been solved ::)

My mind is at peace now ! :)


Maybe i have problem that CCPulse' template is a error.

1. i add to agent group as originitation DNs the VQ or RP where calls are queued.

2. i set to Agent Group routing at IRD

3. Agent is logged in softphone

4. EWT of Queue report is '0'
(if Agent isn't logged in softphone, EWT of Queue report is '10000')

Title: Re: 【solved!】How to calculate ExpectedWaitingTime?
Post by: soyoung on January 29, 2019, 06:17:16 AM

I'm sorry for asking you additional questions suddenly :-[

Can't this be applied to multi-skill ...?

I set up several queues and skills in [b]a group[/b].

I want to see the EWT in each queue as each skills
(now it be setted to queue : skill  as 1:1
ex: skill A - queue A / skill B - queue B)

EWT seems to be estimated at the group's total number of Agent logins!