Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: peter on January 01, 1970, 12:00:00 AM
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In datamart tables related to agent statistics with 15 minutes intervals I can see in field t_not_ready values greater than 15 minutes (e.g 27 min, 65 min).
Have you ever heard about it ?
How can I fix it ?
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This makes sense if your agent is waiting on more than one seat.
Because, for example, you have two seats assigned to agent.
And he is ready on both seats for 15 minutes.
therefore, agent total waiting time is 30 minutes during the 15 minute period.
So, this is important to understand what that statisitcs based on.
What is your stat based on? What are its definition DMA
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This makes sense if your agent is waiting on more than one seat.
Because, for example, you have two seats assigned to agent.
And he is ready on both seats for 15 minutes.
therefore, agent total waiting time is 30 minutes during the 15 minute period.
So, this is important to understand what that statisitcs based on.
What is your stat based on? What are its definition in
DMA?
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Many stats don't accrue until the event ends. Eg if talk time for a certain call is 45 minutes, it won't show until the event ends and records 45 minutes in your last 15 minute increment.
You will need to decide whether you want it attributed across the three time periods or lumped at the end and then customise it.
Many of the standard stats have bizarre adjustments to make canned reports work rather than provide accurate data at a granular level.