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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Adam G. on January 16, 2014, 06:26:00 AM

Title: Internal Talk Time of calls MADE
Post by: Adam G. on January 16, 2014, 06:26:00 AM

I'm using the RAA v8.1 tables to write some reports and there is one agent stat I can't seem to work out - Internal Talk time of calls[b] made[/b]. Talk time of Internal calls received is easy, that's ENGAGE_TIME with the internal condition. Has anyone else seen this situation before? Did you find a workaround?

Thanks,

W Y N

Title: Re: Internal Talk Time of calls MADE
Post by: cavagnaro on January 20, 2014, 01:07:10 PM

What about "CallInternalStarted" MainMask?

Title: Re: Internal Talk Time of calls MADE
Post by: smile on January 20, 2014, 01:54:33 PM

check interaction_type table for last record with id=1001 and interaction type=internal, interaction_subtype=outboundnew.

ps
GIM&RAA in most cases worse than datamart because you can't customize table layouts in GIM as business requires...

Title: Re: Internal Talk Time of calls MADE
Post by: Kubig on January 20, 2014, 01:57:50 PM

The tables are type of system, so I do not see any system reason for changing they. If you need some custom output from database, you can use views or similiar objects. Second thing is that for these purposes are reporting tools where you can create advanced queries and etc.

Title: Re: Internal Talk Time of calls MADE
Post by: smile on January 20, 2014, 02:12:47 PM

Kubig, i do not offer to change interaction_type table, i just point out it contains interesting row that may be useful for this case.

changing aggregation in RAA is not simple task, if you would like to add new metric or table, you will have to write a whole new aggregation process. Compare this with creating new metric in DMA ;)

Title: Re: Internal Talk Time of calls MADE
Post by: Kubig on January 20, 2014, 02:37:02 PM

Yes, I know that you mean and agree with you. All is about habit and how often is that technology used. I believe that RAA and GIM is very strong "tool" which need deeply knowledge and procedures are may be difficult rather than DMA, so when we are using more often and for a long time,I think that all processes will be easier than now.

Title: Re: Internal Talk Time of calls MADE
Post by: Adam G. on January 21, 2014, 02:05:47 AM

[quote author=cavagnaro link=topic=8170.msg35990#msg35990 date=1390223230]
What about "CallInternalStarted" MainMask?
[/quote]  Infomart Cav! lol

[quote author=smile link=topic=8170.msg35992#msg35992 date=1390226073]
check interaction_type table for last record with id=1001 and interaction type=internal, interaction_subtype=outboundnew.

ps
GIM&RAA in most cases worse than datamart because you can't customize table layouts in GIM as business requires...
[/quote]  I have everything from the AG2_xxx tables except this one stat. It's so grrrrr.

Title: Re: Internal Talk Time of calls MADE
Post by: smile on January 21, 2014, 06:45:09 AM

[quote author=Pavel link=topic=8170.msg35999#msg35999 date=1390269947]

[quote author=smile link=topic=8170.msg35992#msg35992 date=1390226073]
check interaction_type table for last record with id=1001 and interaction type=internal, interaction_subtype=outboundnew.

ps
GIM&RAA in most cases worse than datamart because you can't customize table layouts in GIM as business requires...
[/quote]  I have everything from the AG2_xxx tables except this one stat. It's so grrrrr.
[/quote]

Pavel,my error. i've check AG2_xx for suggested interaction type and found all records we have in aggregation has media type value = outboundpreview. Don't know solution other than use facts table directly and without ag2 tables. Let us know when you will find solution, it is interesting.