Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: OXE_4400 on October 07, 2011, 06:58:50 AM

Title: Reporting on virtual queue ( queue, routing point)
Post by: OXE_4400 on October 07, 2011, 06:58:50 AM

1.Can we get conversation, ACW time in virtual queue report?
2.Can we get max quantity of sum of calls in waiting + in conversation status in the same virtual queue report?

BR

Title: Re: Reporting on virtual queue ( queue, routing point)
Post by: greer63sykes on October 07, 2011, 07:25:32 AM

This post is related to data structures. Experts in queueing, QLess replaces physical lines with virtual mobile lines, and lets you offer better customer service with our mobile paging solutions.
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Title: Re: Reporting on virtual queue ( queue, routing point)
Post by: OXE_4400 on October 07, 2011, 11:18:55 AM

[quote author=greer63sykes link=topic=6716.msg29164#msg29164 date=1317972332]
This post is related to data structures. Experts in queueing, QLess replaces physical lines with virtual mobile lines, and lets you offer better customer service with our mobile paging solutions.
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[/quote]
bullshit

Title: Re: Reporting on virtual queue ( queue, routing point)
Post by: OXE_4400 on October 10, 2011, 01:57:42 PM

3rd question:
Can we get longest waiting time on the virtual queue during predefined period (15min, 1 hour)?

Title: Re: Reporting on virtual queue ( queue, routing point)
Post by: cavagnaro on October 10, 2011, 04:19:26 PM

[quote author=OXE_4400 link=topic=6716.msg29183#msg29183 date=1318255062]
3rd question:
Can we get longest waiting time on the virtual queue during predefined period (15min, 1 hour)?
[/quote]
This one yes, just create the template on DMA and set the time range for 15 minutes and then build a CCPulse template or Hyperion one for that Stat and get it with the time range you may need (15 min, 1 hour, 1 day, 1 month, 1 year, etc)

Title: Re: Reporting on virtual queue ( queue, routing point)
Post by: fnunezsa on October 12, 2011, 01:25:50 AM

[quote].Can we get conversation, ACW time in virtual queue report?[/quote]

To accomplish this you just have to include the VQ as the origination DN of the Agent Group that is served by that VQ.

Title: Re: Reporting on virtual queue ( queue, routing point)
Post by: OXE_4400 on October 14, 2011, 05:46:27 AM

Maybe conversation, but not ACW time.

Title: Re: Reporting on virtual queue ( queue, routing point)
Post by: OXE_4400 on October 14, 2011, 05:53:14 AM

[quote author=cavagnaro link=topic=6716.msg29184#msg29184 date=1318263566]
[quote author=OXE_4400 link=topic=6716.msg29183#msg29183 date=1318255062]
3rd question:
Can we get longest waiting time on the virtual queue during predefined period (15min, 1 hour)?
[/quote]
This one yes, just create the template on DMA and set the time range for 15 minutes and then build a CCPulse template or Hyperion one for that Stat and get it with the time range you may need (15 min, 1 hour, 1 day, 1 month, 1 year, etc)
[/quote]
Its clear that we need CCP+,... .
I would appreciate for more detail info about concrete management - mainmask, subject and so on...