Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: LB on January 01, 1970, 12:00:00 AM

Title: CCPulse monitoring 2 queues together
Post by: LB on January 01, 1970, 12:00:00 AM

My strategy works in a way that when (for given skill) no available agent was found in 2 minutes then the call is redirected to ACDqueue (with higer priority on PABX). In this way pseudoqueueing is organized (after 2 min of waiting the call does not have to compete for available agent with new calls).

I need to monitor in CCP number and percent of answered and abandoned calls and average speed of answer without differentiating for those 2 queues. I have tried to create queue group and monitor it but I can see only zeroes when monitoring queue group.
Do you know how to monitor virtual queue and ACD queue (calls are redirected from virtual to ACDqueue) jointly?

Title: CCPulse monitoring 2 queues together
Post by: Fariborz on January 01, 1970, 12:00:00 AM

In your routing strategy you could do the following:
Before queueing your call in the "real" VQ; Put the call in another Virtual Queue(vq_temp) with a time out equal 1 (not zero). Then put the call (the same one) in your "real" VQ.
this means that the call will be monitored by StatServer within both VQs.
This could be an idea.
However be aware about the shifting the call between VQ and ACDQ.
everything depends on how to send your call from VQ to ACDQ. Is it done by the routing strategy or as default destination?
If yes, you will receive an EventDistributed for the real VQ when the call is passed to ACDQ. However it will stay in your vq_temp.
Hope this helps.