Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Genesys31 on September 26, 2007, 10:20:09 AM

Title: Historical Reporting
Post by: Genesys31 on September 26, 2007, 10:20:09 AM

When we generate a hestorical report the item total answer calls  appear as average (Not Number).
the configuration seems OK, any idea?

Title: Re: Historical Reporting
Post by: mark on September 26, 2007, 10:56:53 AM

Hi,

Is this from CCPulse+ or from CCA?
What is the stat that is actually being used?
What is the stat reporting against? agent / group / dn etc?

Mark

Title: Re: Historical Reporting
Post by: cavagnaro on September 26, 2007, 01:14:25 PM

I'd think of CCPulse, go to your View Definition (Template Wizard) and on that Stat > Properties > Historical Association verify that you have N_ANSWERED instead of AVG_ANSWERED

Title: Re: Historical Reporting
Post by: Genesys31 on September 27, 2007, 11:44:13 AM

it is CCPulse+, i checked the configuration and it is configured as N_ANSWERED and i am still getting the average value not the total number of answered calls

Title: Re: Historical Reporting
Post by: cavagnaro on September 27, 2007, 01:46:57 PM

Ok, now go to DMA and seek for that N_ANSWERED, check how it is defined on the statistical type.