Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: dnib on September 04, 2012, 01:04:41 PM

Title: total time to clear
Post by: dnib on September 04, 2012, 01:04:41 PM

Hi!

I am trying to use a VQ to measure time spent in executing a strategy (including playing prompts etc). For this I placed the call in a VQ at the beginning of the strategy and at the end I did a ClearTargets on that VQ.

I am able to count the number of cleared calls , but I cannot measure the time. Does anyone have some ideas ?

I tried creating this statistic in CCP StatServer, TotalTimeToClear, but it doesn't work:

Category:  TotalTime
MainMask:  CallCleared
Objects:    Queue, GroupQueues, RoutePoint
Subject:      DNAction

Title: Re: total time to clear
Post by: cavagnaro on September 04, 2012, 05:21:22 PM

When the call enters the RP do a capture of the time stamp and attach to a KVP. When call enters to an agent on his softphone capture again the current timestamp, then capture the kvp holding the initial time stamp, do a rest and print it.
Done.

Title: Re: total time to clear
Post by: dnib on September 05, 2012, 05:40:04 AM

Thank you Cavagnaro, but is there a way to measure the Total Time to Clear?
I cannot use your method as I need this statistics in CCPulse.

Thank you

Title: Re: total time to clear
Post by: bublepaw on September 05, 2012, 08:12:29 AM

Did You try adding CallDistributed to MainMask?

Title: Re: total time to clear
Post by: dnib on September 05, 2012, 08:18:40 AM

Yes, I did, but with no success.

Title: Re: total time to clear
Post by: dnib on September 05, 2012, 12:00:34 PM

I managed to make it work with:

Category:  TotalTime
MainMask:  CallWait
Objects:    Queue, GroupQueues, RoutePoint
Subject:      DNAction