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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on November 16, 2010, 12:05:20 PM

Title: Call Distributed
Post by: PFCCWA on November 16, 2010, 12:05:20 PM

Hello,

We are trying to track and match data using this statistic from a route point level to virtual queue and within that queue itself but want to know if there a way of defining what exactly it means.

For example at a route point level there are more calls distributed than answered so we assume this is the stat to use and compare against calls entered at a (related) virtual queue level. 

We are also seeing minor differences between the answered and distributed at a virtual queue level without a reason for why. As an example, calldistributed+callsabandoned+callscleared=callsentered at VQ but callsanswered+callsabandoned+callscleared does not.

Can we break callsdistributed down further?  I can see from the statserver guide it is linked to simultaneous actions of callsdistributedinbound/outbound/internal etc and callsdistributedtoqueueinbound/outbound - are these reportable?

Thanks,
WA

Title: Re: Call Distributed
Post by: cavagnaro on November 16, 2010, 01:16:01 PM

For RP:

Entered = Abandon + Forwarded + Distributed (Which means was sent to an agent, but no guarantee he will answer, unless autoanswer on his hardphone)

NOTE: Cleared DO NOT work here.

For VQ = Abandon + Forwarded + Distributed + Cleared

Again ANSWERED is a consequence of DISTRIBUTED and NEVER should be used on the ENTERED calculation

Title: Re: Call Distributed
Post by: PFCCWA on November 16, 2010, 03:50:14 PM

We are using auto answer (GAD/SIP).

So Distributed always means the calls has been distributed to an agent? or possibly elsewhere?

What would cause callforwarded - I have read that it results from the callringing action but wondering where it would go ie subsequent abandon?

Thanks,
WA

Title: Re: Call Distributed
Post by: cavagnaro on November 16, 2010, 04:17:42 PM

Well generally a forwarded call is a call that is resend to another extension by the PBX, I'd recommend to create this stat just to see if it is happening and if it is then check SIPServer logs to try to find out why.

Title: Re: Call Distributed
Post by: PFCCWA on January 26, 2011, 03:37:24 PM

We have a difference between the Anwered and Distributed at a virtual queue, but cannot determine where the extra distributed call has gone to.

The figures are:
VQ Entered = 165
VQ Distributed = 164
VQ Answered = 163
VQ Abandoned = 1
VQ Cleared = 0
VQ Abandoned in Ringing = 0
VQ Forwarded = 0

So this extra distributed call is not accounted for with regards to being answered/abandoned/cleared/abandoned in ringing or forwarded - is there a statistic missing.  Which log files can point me to how the call was completed?

Thanks,
WA

Title: Re: Call Distributed
Post by: cavagnaro on January 26, 2011, 03:43:12 PM

StatServer logs my friend. You will need to collect a small sample and analyze it