Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cmax on March 12, 2010, 07:05:39 PM

Title: CCpulse agent vs. queue statistics
Post by: cmax on March 12, 2010, 07:05:39 PM

The business is asking for additional reporting at the queue level in CCpulse.

They would like to report on items such as Number of Hold time and Hold occurences.

These stats are available at the agent/agent group level; AD_N_Hold & AD_T_Hold.

Is it possible to create these at the queue level? There are isntances of Q_T_TALK and Q_T_HANDLE... we are looking for something like Q_T_HOLD

If not, is there a way to combine different types of reporting together. For example one column of agent stats, next column of queue stats together in the same report?

Thanks,

Title: Re: CCpulse agent vs. queue statistics
Post by: cavagnaro on March 13, 2010, 02:22:55 AM

How would someone or something put a call on hold while on the queue???

Title: Re: CCpulse agent vs. queue statistics
Post by: ecki on March 13, 2010, 08:28:38 AM

Hi,

Unfortunately you cannot get onhold stats for Queue level. Only talk time (which includes onhold time as well) and acw time.

Cheers.

e.

Title: Re: CCpulse agent vs. queue statistics
Post by: Timur Karimov on March 13, 2010, 10:18:50 AM

[quote author=cavagnaro link=topic=5403.msg23520#msg23520 date=1268446975]
How would someone or something put a call on hold while on the queue???
[/quote]
the right question consist of the 90% part of answer. the wrong question - consist of only new question =)))

WBR Thaler