Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Kevin on May 30, 2007, 04:21:35 PM
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I'm working on converting some statistics from our PBX reports into Genesys reports. One of the stats is "Average Number of Agents". I have found this definition to be:
"The average number of agents logged into a group for a specified time period."
Though I took Sadistics - ahem, Statistics - in college, it has never been my strong suit. Is someone able to provide some assistance?
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One way:
Get a Brio/Hyperion report based on the Agents, compared to Agent Groups, to show the [i]time [/i] logged in for your Agents, then count the results where it is "not = 0" for the time period you require, then average those results over whatever time period you need.
Another way:
If you enable the LOGIN Table for your StatServer, it will record every login and logout with an AgentID and a timestamp (allbeit the UNIX epoch). You should be able to get what you want from that. Details are located with the install documents for the StatServer. This would not record the Agent Group so you would need to apply a query to look up Agent Groups through the AgentID.
Tony
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Hi,
I modified the sql script so it add a readable field with the Time field which is Unix Time Stamp to be human readable. This is for a SQL Server just in case, but for other DB's will be very similar.
The 18000 means GMT - 5 (18000/5 = 3600 seconds) So you must modify it to adjust to your Time Zone
I hope this helps on something :)
CREATE TABLE [dbo].[LOGIN] (
[SWITCHDBID] [int] NOT NULL ,
[DNDBID] [int] NOT NULL ,
[QUEUEDBID] [int] NOT NULL ,
[AGENTDBID] [int] NOT NULL ,
[PLACEDBID] [int] NOT NULL ,
[STATUS] [int] NOT NULL ,
[TIME] [int] NOT NULL ,
[LOGINID] [char] (255) NULL ,
[TIME_HUMAN] AS (dateadd(second,([TIME] - 18000),'19700101'))
) ON [PRIMARY]