Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cuneyt97 on January 01, 1970, 12:00:00 AM

Title: Number of calls greater than 3 minutes
Post by: cuneyt97 on January 01, 1970, 12:00:00 AM

Hi is it possible to see how many calls ave talk. duration greater than 3 minutes) an agent answered in CCpulse
i mean i want to set a filter to an agent so that if the call's ave. time is greater than 3 min, then it will be counted for that agent but if it's not then , it won't be counted..

Rgrds.

Title: Number of calls greater than 3 minutes
Post by: Beancurd on January 01, 1970, 12:00:00 AM

I think the average call time is missing the point a fair bit.
Have you thought about setting it up in your Stat Server using a time range?

Title: Number of calls greater than 3 minutes
Post by: Tony Tillyer on January 01, 1970, 12:00:00 AM

A Filter is good;

I find it easier to set up Filters and new Time Ranges in DMA then update the StatServer with them, using the update button in DMA.
The Filter should be based on: Talk Time (or Average Talk Time) for an Agent, with a (new) Time Range of 180 seconds to 10000 seconds.
After this, it should be fairly easy to apply it to an Agent Layout in CCPulse.