Genesys CTI User Forum

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

Title: We cannot show Aver. Time of Aband. Calls in CCP
Post by: Andy on January 01, 1970, 12:00:00 AM

The AverAbandCallTime statistic does not show correct values for queues and virtual queues it shows 0.
Here is the definition of the AverAbandCallTime on the StatServer:

[AverAbandCallTime]
Category=AverageTime
MainMask=CallAbandoned
Objects=Queue, RoutePoint, GroupQueues
RelMask=CallAbandoned
Subject=DNAction

We have migrated to the Genesys 6.5 recently (from version 6.1).
Is the AverAbandCallTime statistic still valid for version 6.5 of StatServer ?
Should we use the other statistic / statistic definition for Average Time of Abandoned Calls in CC Pulse for queues ?

How to show Average Time of Abandoned Calls in CC Pulse for queues and virtual queues (which statistic should we use)?

Title: We cannot show Aver. Time of Aband. Calls in CCP
Post by: WO on January 01, 1970, 12:00:00 AM

This is how I would set it up.

The SServer manual does say "When the denominator is 0, the returned value is 0."

Hope it helps.

Title: We cannot show Aver. Time of Aband. Calls in CCP
Post by: Tony Tillyer on January 01, 1970, 12:00:00 AM

If it's for CCPulse, you also need to determine a Time to collect the stats. If it is left at the default, it will only report each 24 hours(!)

I found that good "time slices" are 5 or 15 minutes, after which it should reset the statistic.

Send me an email if you want the absolute details (screenshots) etc.

I hope this helps?

Tony