Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: LB on January 01, 1970, 12:00:00 AM
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Does anybody knows how to show number of calls shorter than 5 s. in CCPulse (per agent).
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You can use in CCPulse Templates TimeRanges for statistic. Like, calls abandoned within 10 secs, and so.
In your case, I don't really understand, what do you want to do. Do you want to see, how many calls DID the Agent had, that lasted less than 5 secs? In this case, you have to try with a TimeRange = 5 sec, and with a statistic like CallReleased or maybe CallInbound, but in this case you have to negate... Test a bit, have fun.
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Yes, this is what I want to get. I have tested a bit, had a fun and was able only to get calls answered in 5s. but not lasted less than 5 s.
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I think you are using a wrong statistic for your purposes. You have to use a statistic on Agent or Group, like CallInbound, and not CallAnswered for Queue using this you can see the waittime in the queue.
So try with CallInbound and with a TimeRange=05. This have to count the call if it was between 0 and 5 secs. I try this only with with CCA (I don't remember for CCP), but has to be the same for CCP, too.
I made a report, where I counted the number of calls with length of:
060
60120
120180
and 180<
hope this helps
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Does any one have the complete algorythm? I am wanting to find out when a IVR port has been on a CallInbound for more than 5 minutes.
I am new to Genesys and can not find any information for the programming scripts (thresholds) for CCP.
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Email me and I'll chuck a quick doc together for you.
B