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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: danalee on December 10, 2008, 04:05:40 PM

Title: Stat Server 7.6 not calculating Total Time to Answer
Post by: danalee on December 10, 2008, 04:05:40 PM

In stat server 7.2 we were able to calculate the total time to answer a call.

[Total_Time_to_Answer]
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction
Formula=DCID
Category=TotalTime
Description=Total time to answer
MainMask=CallAnswered

In stat server 7.6 this statistic in no longer working.


In the stat server logs, I can see the new statistic being created.
2008-12-10 09:32:42> Client: Message 'NewAPIOpenStat'
'OBJECT' 'Queue' (5)
'OBJECT_ID' 'VQ_TEST_PRM@Hannover'
'STAT_TYPE' 'Total_Time_to_Answer'
'VOID_VALUE' TKVList Length 41
'Insens' '10'
'TimeProfile' 'Default'
'TENANT_ID' 'Resources'
'NOTIFICATION_MODE' 'TimeBasedNotification' (1)
'INSENS_PERCENTAGE' 60
'REQ_ID' 364
'USER_REQ_ID' 134
2008-12-10 09:32:42> Client: Message 'OpenStat'
'CREATE_SUSPENDED' 'no'
'DistByConnID' 1
'TM_NOTIFICATION_FREQ' 60
'NOTIFICATION_MODE' 'TimeBasedNotification' (1)
'INSENS_PERCENTAGE' 10
'INTERVAL' 'Growing' (0)
'TIME_PROFILE' 'Default'
'STAT_TYPE' 'Total_Time_to_Answer'
'USER_REQ_ID' 134
'REQ_ID' 364
'SUBJECT' 'DNAction' (0)
'CATEGORY' 'TotalTime' (0)
'TENANT_ID' 'Resources'
'OBJECT_ID' 'VQ_TEST_PRM@Hannover'
'OBJECT' 'Queue' (5)
'VOID_VALUE' TKVList Length 41
'Insens' '10'
'TimeProfile' 'Default'
'MainMask' all actions clear except for
'CallAnswered' (17)
'RelMask' all actions clear

When I make a call and the call is answered, the stat value that is returned is 0.  The call actually rings for 10 seconds before being answered.

Any suggestions?

Title: Re: Stat Server 7.6 not calculating Total Time to Answer
Post by: catanirex on December 11, 2008, 07:30:56 AM

Hi,

Please do this:

In CCP, change Insensibility to 1 instead of 10. And re-test!

Title: Re: Stat Server 7.6 not calculating Total Time to Answer
Post by: danalee on December 11, 2008, 05:15:23 PM

Still no luck.

I changed the Insensitivity value to 1, saved the template, closed the view, and created a new view with the updated template.  Other stats such as Total_Time_To_Abandon and Total_Time_To_Distribute are calculating fine. 

Title: Re: Stat Server 7.6 not calculating Total Time to Answer
Post by: tony on December 11, 2008, 08:28:21 PM

A few things:

If you can hear the ringing tone when you conduct your test that usually means that the call has arrived at the Agents Extension and is no longer in the Queue.  Try your test again but this time place the Agent in NotReady for 10 seconds - then make them Ready and take the call - does it count 10 seconds for a call Queued...?

DCID (DistinctByConnID) can sometimes recognize a previous call and not count a subsequent call, in test scenarios.  If my first suggestion does not work, try removing the Formula = DCID, restart the StatServer and try your test again.

I'm not certain but I think CallAnswered is intended as a TotalNumber, rather than a TotalTime - I will check tomorrow...

Tony

Title: Re: Stat Server 7.6 not calculating Total Time to Answer
Post by: catanirex on December 12, 2008, 07:29:09 AM

Strange. We are using StatServer 7.6.000.18 and this definition, which works for us:

[Total_Time_to_Answer]
Category=TotalTime
Description=Total time to answer
MainMask=CallAnswered
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction

Only difference is that we do not have DCID

Title: Re: Stat Server 7.6 not calculating Total Time to Answer
Post by: tony on December 12, 2008, 10:42:24 AM

Yep - just checked the User Guide for StatServer and that is the case.

So - I will stick with what I said previously - if the call is forwarded to an Agent directly and you can hear the ringing tone, the call has already left the Queue, because an Agent was available - therefore, the call was 0 seconds in the Queue.  If the Agent is [b]NotReady [/b] when the test starts, then the call must spend [i]some [/i] time in the Queue, until the Agent makes themself available (Ready) and takes the call...

I *think*, if you want to know how long the call was waiting, before the Agent actually answered their handset/softphone, you want to measure the Statistic called "CallRingingInbound"...?

Tony

Title: Re: Stat Server 7.6 not calculating Total Time to Answer
Post by: danalee on December 15, 2008, 02:36:35 PM

The problem was using DCID.  When we removed DCID the statistic began calculating.

Thanks for your help.

Title: Re: Stat Server 7.6 not calculating... >>>a note about DCID<<<
Post by: tony on December 21, 2008, 09:06:06 AM

Just in case you return to this thread...

If you are not using DCID on one statistic but it is applied on some of the other Statistics, it may have a "knock-on" effect.  Please check that, if you are [b]not[/b] using DCID on Total_Time_To_Answer, that you remove it from all of your statistics.

Otherwise, you will not be accounting for [i]all[/i] calls where DCID is applied - and you have the possibility of "double-accounting" where DCID is not applied.

It's something you have to remember, when you start to total and compare your Statistics... and it will more than likely be a cause of anomalies, if you find inconsistencies between them...

Tony[font=Verdana][font=Verdana][/font][/font]