Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: yahoo on August 12, 2009, 08:47:39 PM

Title: Stats question
Post by: yahoo on August 12, 2009, 08:47:39 PM

Hi All,

I am trying to capture stats for CCPulse. In the genesys statserver doc it was given

Calls_Entered = Calls_Distributed + Calls_Abandoned + Calls_Cleared, where

Calls_Distributed = Calls_Answered + Calls_AbandonedFromRinging + Calls_Forwarded + DistributedToAnotherQueue (*)

In the above equations could any one explain me what is the difference between  Calls_Cleared and Calls_Answered?

Thanks in advance

Title: Re: Stats question
Post by: Fra on August 13, 2009, 09:07:22 AM

Hi,

a call is cleared when was sat in a Virtual Queue and, according to the strategy you were running, it stopped waiting for a target (therefore was neither distributed, nor answered, nor abandoned) and jumped onto another Virtual Queue.

Fra

Title: Re: Stats question
Post by: tony on August 13, 2009, 10:30:51 AM

IMO, Calls_Cleared should also include any default routed (i.e. "failed") interactions...

Title: Re: Stats question
Post by: Fra on August 13, 2009, 12:04:55 PM

Mh, I am not sure about "any" default routed interactions, but for sure when they leave the target block from the red port, the Calls_Cleared stat is incremented.

Fra

Title: Re: Stats question
Post by: yahoo on August 13, 2009, 08:34:13 PM

So calls routed to ACD  or time out in VQ are calls cleared. Thanks!

Title: Re: Stats question
Post by: Fra on August 14, 2009, 12:00:48 AM

[quote author=yahoo link=topic=4565.msg20316#msg20316 date=1250195653]
So calls routed to ACD  or time out in VQ are calls cleared.
[/quote]
I'd say yes in the second case, depends what you mean for the first one instead.

Fra