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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: dnib on March 25, 2014, 02:33:55 PM

Title: CCPulse CurrentTalkTime
Post by: dnib on March 25, 2014, 02:33:55 PM

Hi guys,

Any ideas on how to report the current state but not reset the timer when the call is placed on hold?
If this is not possible then how to report the current call talk time (including hold time)?

Thank you,
D

Title: Re: CCPulse CurrentTalkTime
Post by: cavagnaro on March 25, 2014, 08:34:03 PM

Monitor the Action and not the status

Title: Re: CCPulse CurrentTalkTime
Post by: pdavid on March 26, 2014, 08:08:39 PM

Just create a custom field, (talktime + holdtime), that should do it.

Title: Re: CCPulse CurrentTalkTime
Post by: cavagnaro on March 26, 2014, 08:13:51 PM

Won't work if the Subject is a Status...

Title: Re: CCPulse CurrentTalkTime
Post by: dnib on March 27, 2014, 09:26:22 AM

So,

I need the current status of the agent but the timer should not reset when the call is placed on hold (to remain callInbound for example).
The standard statistic looks like this and has the behavior stated above:

[CurrentAgentState]
Category=CurrentState
MainMask=*
Objects=Agent
Subject=DNAction


As an alternative I tried to mesure the time of the state but is not working at all:

[CurrentCallTime]
Category=CurrentTime
MainMask=CallInbound,CallOutbound,CallDialing,CallRinging
Objects=Agent
Subject=DNAction


So, what should I try next ?

Thank you,
D

Title: Re: CCPulse CurrentTalkTime
Post by: dnib on March 27, 2014, 09:38:45 AM

So CurrentCallTime was not working because I placed an internal call. But the first issue is still open.

[quote author=dnib link=topic=8272.msg36456#msg36456 date=1395912382]
So,

I need the current status of the agent but the timer should not reset when the call is placed on hold (to remain callInbound for example).
The standard statistic looks like this and has the behavior stated above:

[CurrentAgentState]
Category=CurrentState
MainMask=*
Objects=Agent
Subject=DNAction


As an alternative I tried to mesure the time of the state but is not working at all:

[CurrentCallTime]
Category=CurrentTime
MainMask=CallInbound,CallOutbound,CallDialing,CallRinging
Objects=Agent
Subject=DNAction


So, what should I try next ?

Thank you,
D
[/quote]

Title: Re: CCPulse CurrentTalkTime
Post by: cavagnaro on March 27, 2014, 02:00:59 PM

What you want to measure is TalkTime (In,Out,Internal,Consult) Action + Hold Action

[quote]
[CurrentCallHoldTime]
Category=CurrentTime
MainMask=CallInbound,CallOutbound,CallDialing,CallRinging,CallOnHold
Objects=Agent
Subject=DNAction
[/quote]