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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: bmanar on September 11, 2008, 09:02:00 PM

Title: Calls Entered Vs Calls Distributed
Post by: bmanar on September 11, 2008, 09:02:00 PM

Hello,

Can anyone tells me the difference between 'Total_Calls_Entered' and 'Total_Calls_Distributed' in CCPulse

Title: Re: Calls Entered Vs Calls Distributed
Post by: Tefleon on September 11, 2008, 09:24:15 PM

Calls_Entered = Calls_Distributed + Calls_Abandoned + Calls_Cleared,
where
Calls_Distributed = Calls_Answered + Calls_AbandonedFromRinging + Calls_Forwarded + DistributedToAnotherQueue

Hope that makes some sense.

Title: Re: Calls Entered Vs Calls Distributed
Post by: bmanar on September 11, 2008, 10:35:49 PM

Thank you so mutch for your response.
Can you please tell me wath do you mean by Calls_Cleared ?
How can I see them in CCPulse ?
Can I see the other variables in CCPulse
Thank you.

Title: Re: Calls Entered Vs Calls Distributed
Post by: cavagnaro on September 11, 2008, 10:48:22 PM

Cleared are those calls that jump from one target to another,  but to see this you need to use VQ on the target objects.
Refer to Stat Server user guide for further info.

Title: Re: Calls Entered Vs Calls Distributed
Post by: Tefleon on September 12, 2008, 06:11:43 AM

[quote author=bmanar link=topic=3327.msg13792#msg13792 date=1221172549]
Thank you so mutch for your response.
Can you please tell me wath do you mean by Calls_Cleared ?
How can I see them in CCPulse ?
Can I see the other variables in CCPulse
Thank you.
[/quote]

If there not already on your stat server these might help

[Calls_Cleared]
Category=TotalNumber
MainMask=CallCleared
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction

[Calls_Forwarded]
Category=TotalNumber
MainMask=CallForwarded
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction

[Abandoned_From_Ringing]
Category=TotalNumber
MainMask=CallAbandonedFromRinging
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction


Check them first before putting them on anything slightly production in case I've made a typo but they look okay.