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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: bandorka on February 16, 2009, 11:53:35 AM

Title: ExpectedWaitTme for the last 2 hours
Post by: bandorka on February 16, 2009, 11:53:35 AM

Hi All,

One of our customer would like to know the value of the ExpectedWaitTime, but the value of the last two hour and not the present value. We have to use this value one of the routing strategy to determine how to handle the call. How can I calculate this number?

Thanks,
bandorka

Title: Re: ExpectedWaitTme for the last 2 hours
Post by: René on February 16, 2009, 12:41:37 PM

Hi,

Just defined statistic of type "ExpectedWaitTime" with sliding interval of 7200 seconds. It's suggested to use sliding interval when using ExpectedWaitTime statistics anyway...

Look to IRD Statistics tab where you'll find predefined statistic "InVQTimeWaitTime". Make copy of it and set interval (time profile) to 7200. Read value of this statistic in the strategy using SData function.

R.

Title: Re: ExpectedWaitTme for the last 2 hours
Post by: bandorka on February 16, 2009, 01:22:05 PM

thx for the answer