Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: OXE_4400 on October 18, 2011, 09:32:17 AM

Title: TotalNumber statistic on v queue object for answ. calls without waiting. SOLVED
Post by: OXE_4400 on October 18, 2011, 09:32:17 AM

How to make statistic on virtual queue object for answered calls without waiting?
Ringing time on agent should NOT be taken into account.
Subject DNAction
Main Mask CallAnswered
Time Range 00-01
takes into account also ringing on agent set, but how to eliminate ringing time?
I need to count only calls which wasn't in waiting state on virtual queue.

Title: Re: TotalNumber statistic on virtual queue object for answered calls without waiting
Post by: cavagnaro on October 18, 2011, 12:44:35 PM

But if you want to remove the ringing time then you don't want to measure the answer time but the Distribution time only...

Title: Re: TotalNumber statistic on virtual queue object for answered calls without waiting
Post by: OXE_4400 on October 18, 2011, 01:47:19 PM

Not exactly. Maybe agent not answered and call overflowed.

Title: Re: TotalNumber statistic on virtual queue object for answered calls without waiting
Post by: OXE_4400 on October 19, 2011, 07:19:07 AM

Problem solved, need to create filter:
PairExists(Extensions, "GCTI_WAITING_TIME","0") & MediaType=voice

Title: Re: TotalNumber statistic on v queue object for answ. calls without waiting. SOLVED
Post by: cavagnaro on October 19, 2011, 03:34:28 PM

Hum...sure? That is also the Time before to Distribute...
Now when you say the phone can overflow, to where does it overflow? Do you return it to the RP?

Title: Re: TotalNumber statistic on v queue object for answ. calls without waiting. SOLVED
Post by: OXE_4400 on October 19, 2011, 07:31:42 PM

statistic on answered with additional filter