Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: phil on June 11, 2010, 07:48:52 AM

Title: Total_Work_Time vs. Total_Time_ACW
Post by: phil on June 11, 2010, 07:48:52 AM

Hiya,

in comparison to the Total_Work_Time (target: Agent) the Total_Time_ACW[_on_Queue] statistic (target: VQ) do not count anything.

What might be the matter?

Cheers

Phil

Title: Re: Total_Work_Time vs. Total_Time_ACW
Post by: Steve on June 11, 2010, 08:51:02 AM

ACW is not a queue stat, it is counted against agents, groups of agents, places and groups of places

Title: Re: Total_Work_Time vs. Total_Time_ACW
Post by: ecki on June 11, 2010, 12:22:06 PM

Steve,

ACW time is not queue type stat, but you can get total acw time for calls delivered from specific Virtual Queue/ ACD Queue. You have to use main mask ACWCompleted and configure mediation DN

Steve,

In order to get this statistic to work for your VQs, you need to add the VQs to "Origination DNs" of Agent group, which members are targets of strategy distributing calls from this VQ. If there are some agents, who are not member of this group and are receiving calls from this VQ, then  theirs ACW will not be accounted.

Cheers,

e.

Title: Re: Total_Work_Time vs. Total_Time_ACW
Post by: gustav on June 11, 2010, 09:45:40 PM

I don’t want to derail this thread, but this type of reporting (agent metrics off a queue) is readily available through Info Mart. 

Otherwise, for CCPulse/CCA ecki is spot on.