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: Average Time to Abandon from ringing for agent
Post by: andy on January 01, 1970, 12:00:00 AM

I need to present Average Time to Abandon from ringing in historical report for agents (not for queues). The problem is that for calculation of it I need statistic for Total Time to Abandon from ringing for agent (not for queue). But such a statistic is available only for queues, not for agents. Does anybody know how to calculate it correctly I mean how to calculate Average Time to Abandon from ringing for agents ?

Title: Average Time to Abandon from ringing for agent
Post by: Steve on January 01, 1970, 12:00:00 AM

Hi Andy,

Try this statistic definition:

[Total_Time_Abandoned_Ringing]
MainMask=CallAbandonedFromRingingInbound
Objects=Agent, GroupAgents, GroupPlaces
Category=TotalTime
Description=Total time of calls abandoned while ringing.
Subject=DNAction

This should give you the total time it took to abandon all calls while they were ringing on an agent's phone. I have not tested, but think it will work. Let me know.