Genesys CTI User Forum

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

Title: Cannot get Total_Hold_Time stat in CCA
Post by: Vic on January 01, 1970, 12:00:00 AM

Hi, I was wondering if someone could tell me why I cannot get Total_Hold_Time for an agent (it returns as zero).

It is defined as:

[Total_Hold_Time]
Category=TotalTime
Description=Total Time on Hold
MainMask=CallOnHold
Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=DNAction

I also tried

[Total_Hold_Time_Status]
Category=TotalTime
Objects=Agent, GroupAgents, GroupPlaces, Place
MainMask=CallOnHold
Subject=DNStatus
Description=Total Time on Hold

Can someone tell we what is the difference between TotalTime for DNAction and TotalTime for DNStatus? I thought that I should be doing DNStatus...

Do I need to make it AgentStatus instead? But wouldn' it still be based on DNAction?

CONFUSED...

Title: Cannot get Total_Hold_Time stat in CCA
Post by: Zygis on January 01, 1970, 12:00:00 AM

Total_Hold_Time]
Category=TotalTime
Objects=Agent, GroupAgents, GroupPlaces, Place
MainMask=CallOnHold
Subject=Agent Status
Description=Total Time on Hold



Hello I think that You have to change Subject topic, it have to be AgentStatus in subject .\
Zygis