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 % Abandoned
Post by: LB on January 01, 1970, 12:00:00 AM

I need to monitor % Abandoned calls defined as:
Abandoned/(Answered+AbandonedShortAbandoned).
I do not know how to define the statistic to get this number in CCpulse. The problem is how to put ShortAbandoned (abandoned within 5 sec) to denominator.

Best regards,
Grzegorz

Title: CCPulse Abandoned
Post by: Henrik on January 01, 1970, 12:00:00 AM

Try to use statistic with statistic categroy "ServiceFactor1" with time range no.1 "01" or "0" if it is possible and time range no.2 "05".
WBRs.
Henrik.

Title: CCPulse Abandoned
Post by: Henrik on January 01, 1970, 12:00:00 AM

I am sorry... Please ignore my previous message.

Title: CCPulse Abandoned
Post by: Vic on January 01, 1970, 12:00:00 AM

If I understand it correctly, you can use Releative Mask here.
Define the percentage where you specify the Abandoned in MainMask, and Abandoned, Answered and Short_Abandoned in Relative Mask.

Hope it helps.
To do 5 seconds, all you have to do is define a new range, and then you can use TotalNumberInTimeRange where you can specify it.

If you need more help feel free to ask :)

Title: CCPulse Abandoned
Post by: LB on January 01, 1970, 12:00:00 AM

I think that you cannot specify Short Abandoned as a mask as it comes from mask Abandoned with appropriate TimeRange. Even if you managed it would count
Abandoned/(Answered+Abandoned+ShortAbandoned)
and I need:
Abandoned/(Answered+AbandonedShortAbandoned).