Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Lukas on November 12, 2009, 08:58:52 AM

Title: ACW after Inbound call and after Outbound call
Post by: Lukas on November 12, 2009, 08:58:52 AM

Hello,

I new here and I have two questions:

1. Is possible to get one statistic of ACW time after Inbound calls and second statistic of ACW time after Outbound calls?

2. Is any possiblity how to get ringing time? I mean how long where inbound call ringing after distribution from queu.

I will really appreciate your help.

Thanks a lot

Lukas

Title: Re: ACW after Inbound call and after Outbound call
Post by: cavagnaro on November 12, 2009, 09:42:59 PM

Yes you can, create new stat types in the StatServer with MainMask = AfterCallWorkInbound and AfterCallWorkOutbound.

Title: Re: ACW after Inbound call and after Outbound call
Post by: René on November 15, 2009, 04:16:11 PM

Hello Lukas,

Masks mentioned by Cavagnaro can be used but there are some important limitations or conditions related to these. I would suggest you to read section dedicated to AfterCallWork action in StatServer User's Guide (page 69).

To your second question - I think there are two ways to get required information (ringing time). You can define new statistic with mask CallRinging or you can use following formula - [i]TimeToAnswer - TimeToDistribute[/i].

R.

PS. Ahoj :)