Genesys CTI User Forum

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

Title: Short Calls
Post by: Fabio on January 01, 1970, 12:00:00 AM

I have to calculate short inbound calls on virtual queue. Is it possible?
I have no ptoblem to calculate the same thing on Agent or Agent group like in this example:

Category=TotalNumberInTimeRange
Objects=Agent, GroupAgents, GroupPlaces, Place
MainMask=CallInbound
Subject=DNAction
Description=Total number of inbound calls in Time range for Agent

thanks.

Title: Short Calls
Post by: Jeff K. on January 01, 1970, 12:00:00 AM

What is a "short" call?

I thought "short" call was a call that was dropped before being answered!
TotalNumberInTimeRange would give you number of times calls has appeared at agent's station.

Title: Short Calls
Post by: tenshi on January 01, 1970, 12:00:00 AM

fabio, try adding
GroupQueues, Queue
to the Objects part of your stat.

Title: Short Calls
Post by: Tony Tillyer on January 01, 1970, 12:00:00 AM

Fabio,

"Short Calls", as Jeff states, are normally associated with Agent ype stats. A VQ is a pass hrough point, applied to any RP, Queue or passout point in a Strategy, etc.

I'm not sure if you want to try and calculate the timings for a dropped call through the VQ or the time to a Short Abandoned Call to an Agent?

What's the plan/idea/brief?

Tony