Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on February 24, 2010, 12:40:26 PM

Title: Ringing Time Stat
Post by: PFCCWA on February 24, 2010, 12:40:26 PM

Hello,

I want to find the intepretation of the ringing time statistic in genesys.

Within DMA it is defined :

category: totaltime
subject: agentstatus
objects: agents
actions: mainmask with callRinging and delivery boxes checked.

Will this count any kind of ringing whether it is prior to an inbound call routing to an agent or if it also counts ringing when an agent dials out manually?

Thanks,
WA

Title: Re: Ringing Time Stat
Post by: catanirex on February 24, 2010, 01:06:06 PM

When an agent is dialing it is called CallDialing - not CallRinging

Title: Re: Ringing Time Stat
Post by: René on February 24, 2010, 01:12:07 PM

Hi,

You can find detailed description of StatServer's Actions in StatServer User's Guide.

As caterinex wrote there is no EventRinging in case of outbound call initiated by an agent. However, there is EventRinging for campaing outbound calls (predictive/progressive mode) and for internal calls as well.

R.

Title: Re: Ringing Time Stat
Post by: PFCCWA on February 24, 2010, 02:02:07 PM

Thanks for your answers.  Im just creating an outbound average handle time for agents who are manually dialling at the moment hence the original question but thank you for pointing out the calldialing stat, which id not factored in!

Think I wasnt descriptive enough on my question, when an agent dials a number, they can hear the phone ringing before it is answered - does this form part of callringing?

WA

Title: Re: Ringing Time Stat
Post by: René on February 25, 2010, 02:35:04 PM

Hi,

I know it might be a bit confusing but ringing that an agent hears during manually dialled outbound call is reported by StatServer as action "CallDialing". In case of having doubts about Genesys call model(s) you can check "Genesys 7 Events and Models Reference Manual".

R.