Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on October 19, 2011, 06:09:56 PM
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Hello,
Does any know if it is possible to report on the amount of time a call spends within a Play Applications treatment in a IRD strategy?
We want to find out how long a caller waits before selecting an option presented to them from a vxml file that is played.
I was able to obtain the average abandon time from the route point that gave me an idea of the point callers will abandon but couldnt see a stat I can use for the purpose above.
We are using SIP 8, GVP 8, Stat server 8, ccpulse 7.5, ccanalyzer 7.2.
Thanks
WA
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Hi,
I see the ways
1/ Counting time spent on Play Application block using IRD Timestamp[] function - store time before and after the block and attach difference to the call.
2/ Count call on special VQ before calling Play Application using SelectDN[] function
First option will provide you with time spent on treatment for each call but you may have trouble how to process it as you have only CCAnalyzer. Second option will provide you with average, maximum and minimum time using standard VQ reporting template.
R.
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Thanks,
I have achieved the desired result through option 2.
Within IRD:
Used Select[DN] function and a VQ (IVR_VQ)
then called Play Application block
Then ClearTargets function (to clear the IVR_VQ)
On CCPulse I was able to see the desired results using:
Average Cleared Statistic (gave me average time a caller spends in the play application block before making a selection)
Average Abandoned Statistic (told me average time caller spends before they abandon)
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Excellent,
I like it as we are bringing more IVRs out of the network and into GVP as they can't provide us with this info
cheers