Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: blacklord on July 06, 2010, 04:45:24 AM

Title: Total not ready time
Post by: blacklord on July 06, 2010, 04:45:24 AM

Guys,

Want to work out the total not ready time (all agents) by VQ for a day. Has anyone ever attempted this /

Lance

Title: Re: Total not ready time
Post by: tony on July 06, 2010, 09:44:43 AM

Hi Lance,

- I'm assuming you mean in CCA..?

I'm not sure how you would do this, using a direct method; Agents, Agent Groups, Places and Place Groups can be configured to obtain their [i]Total_Not_Ready_Time[/i] - (V)Queues cannot, since that statistic does not apply to a Queue...

However, you can extract the statistics for each Agent using a DAILY Aggregation from the ETL/DMA Layouts then use the [b]Object [/b] and  [b]Obj_to_Obj [/b] Tables (which would need to be installed/configured in your Datamart) in a Query in Brio/Hyperion to associate the Agent to their respective (V)Queues..

TT

Title: Re: Total not ready time
Post by: blacklord on July 07, 2010, 06:07:20 AM

Thanks Tony - does the trick nicely