Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Gui75 on December 02, 2008, 06:50:57 PM

Title: Consultation received without transfers
Post by: Gui75 on December 02, 2008, 06:50:57 PM

Hi all,

I would like to calculate the number of consultation calls received by agents without the transfer being completed,
Something like CallConsultReceivedCompleted.
Unfortunately, this statistic does not exist.

Any idea?

Title: Re: Consultation received without transfers
Post by: Daimonas on December 05, 2008, 01:10:59 AM

I think you can achieve what you are looking for by creating two new stats:

First stat would have a mainmask of "CallConsultReceived" and second would use "CallPartyChanged". In theory, this should give to two different counts and you could subtract the difference to see the total not transfered.

Title: Re: Consultation received without transfers
Post by: Gui75 on December 20, 2008, 11:48:58 PM

Thanks for the answer Daimonas.

Unfortunately I am working in multisite and when I complete a transfer from site A to site , I also get a EventPartyChanged but no CallConsultReceived.
It has been five years that I have been waiting for Genesys to propagate calltype when doing multisite consultation call. In other words, I am waiting the day multisite will be transparent to development.