Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: quaktus on July 23, 2010, 04:37:25 PM

Title: AvgInbound ACD postion only
Post by: quaktus on July 23, 2010, 04:37:25 PM

Dear Genesys Experts,

I want in CCpulse, for a agent group, the statictic AvgInbound BUT just for the call to DN "ACD postion".  (not the DN "extension")

And the DN acd position and DN extension  must be monitored in CME

Title: Re: AvgInbound ACD postion only
Post by: cavagnaro on July 23, 2010, 07:43:11 PM

Configure your CCPulse to include those DNs and monitor and apply a template to them

Title: Re: AvgInbound ACD postion only
Post by: Steve on July 24, 2010, 09:49:16 AM

Normally that stat counts against places, which as you know contain both extns and ACDpositions. So I think you would need to create a new statistic in Stat-Server based on the existing AvgInbound, but only monitoring ACD positions. 

From a business point of view, I would question why you have inbound calls on both lines?
On a CS1000, Genesys routes to the extension and the switch uses the ACDpos, don't allow any calls to come via the switch ACD. On a CS2000 Genesys can route to the position and you can block all incoming calls to the extension.