Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Grzegorz Ostrowski on January 01, 1970, 12:00:00 AM

Title: Merging statistics from 2 queues
Post by: Grzegorz Ostrowski on January 01, 1970, 12:00:00 AM

Our routing strategy works in a way that
1) call goes to routing point and if not answered
2) call is redirected to ACDQueue

We would like to have statistics like e.g.
Average time to answer which takes into account that calls waited in 1) and 2). How to do it? (so far I was only able to monitor either 1) or 2)

Grzegorz

Title: Re: Merging statistics from 2 queues
Post by: alex on February 04, 2009, 02:02:39 AM

I have exactly this requirement: how to add number of incomming calls from queue A and Queue B and show it as a custom statistic in CCP for queue A. Can this be done?

Title: Re: Merging statistics from 2 queues
Post by: victor on February 04, 2009, 02:36:54 AM

Hi,

I think this is something you can accomplish by defining new custom Statistic for Abandon in StatServer with GetGlobalSum if I am not mistaken.

Vic

Title: Re: Merging statistics from 2 queues
Post by: cavagnaro on February 04, 2009, 05:31:53 AM

DN Group doesn't work for you?

Title: Re: Merging statistics from 2 queues
Post by: alex on February 04, 2009, 08:57:06 AM

Hello!

DN group may work, but there are some hesitation that I have because I am asked only to show abandon from A+B in A but the rest of stats are as they were.

So:
[table]
[tr]
[td]queue name[/td][td]incoming[/td][td]outgoing[/td][td]abandon[/td]
[/tr]
[tr]
[td]queue A[/td][td]A only[/td][td]A only[/td][td]A+B[/td]
[/tr]
[tr]
[td]queue B[/td][td]B only[/td][td]B only[/td][td]B[/td]
[/tr]
[/table]

Can this be done with DN groups?

Title: Re: Merging statistics from 2 queues
Post by: victor on February 04, 2009, 09:41:57 AM

Hi,

now I am curious about this as well since it is sort of related to what one of our users want as well.
I have tried to test it with DN groups, but you know, there is definitely a problem with filtering B from DN group A (containing A+B). I tried Custom Formula, but it would not allow me "IF" statements...I am curious about how to solve this one as well now!!!

Title: Re: Merging statistics from 2 queues
Post by: alex on February 05, 2009, 05:22:50 AM

Vic!!! Help me here pls.

How can I create a filter that would work on this? Your idea to use same VQ before placing the call into VQ_A and VQ_B works, but it requires modifying our strategy. If we do it on our own, VAR will no longer support our strategy. If we ask them to do it, they tell us it costs almost as much as new softphone. What can be done ?

Title: Re: Merging statistics from 2 queues
Post by: cavagnaro on February 05, 2009, 02:59:10 PM

:-\ Wo, it is a simple change...and charge you that much for a simple change? Bad.
Now is it me or this is too easy and you are making a torment of this?
Create a report with:

[table]
[tr][td]Queue Name[/td][td]Incoming[/td][td]Outgoing[/td][td]Abandon[/td][/tr]
[tr][td]QueueA[/td][td]A[/td][td]A[/td][td]Hide the field[/td][/tr]
[tr][td]QueueB[/td][td]B[/td][td]B[/td][td]B[/td][/tr]
[tr][td]DNGroup[/td][td]Hide[/td][td]Hide[/td][td]A+B[/td][/tr]
[/table]

Does this work for you?