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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: janesh22 on June 23, 2015, 07:30:42 AM

Title: Call Result Type stats in CCPulse Agent and Agent Group stats (Outbound)
Post by: janesh22 on June 23, 2015, 07:30:42 AM

Hi Genesys Gurus  ,

I am trying to get the following stats displayed in CCPulse for Agent and Agent Group stats for our outbound solution,

Total number of dialled calls Answered
Total number of calls with no answer result
Total number of calls with fax detected result
Total number of calls with busy result
Total number of call backs

I tried using the stat : Totalnumberusereventpos with filters using relevant call result.

Category: TotalNumber
Subject:DNAction
Main Mask: UserEvent
Filter : Eg : PairExists("GSW_CALL_RESULT","33")

However when i made one call and customer answered , it is showing value of 4 instead of 1 .

can anyone help me how to display this correctly , or if my stat is wrong

J

Title: Re: Call Result Type stats in CCPulse Agent and Agent Group stats (Outbound)
Post by: Kubig on June 23, 2015, 08:08:32 AM

MainMask is wrong - should be configured like "CallInbound" or anything else, but not "UserEvent". Read the doc carefully.

Title: Re: Call Result Type stats in CCPulse Agent and Agent Group stats (Outbound)
Post by: cavagnaro on June 23, 2015, 01:55:41 PM

Check against Tserver logs, you will see events and udata to create new metrics

Enviado de meu C6602 usando Tapatalk

Title: Re: Call Result Type stats in CCPulse Agent and Agent Group stats (Outbound)
Post by: janesh22 on June 25, 2015, 11:25:57 PM

Hi Thanks guys ,

I got the answer from a previous post :
http://www.sggu.com/smf/index.php?topic=8237.0--

[TotalNumberUserEvent]
Category=TotalNumber
MainMask=UserEvent
Objects=RegDN, Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

filter for campaign answers:
PairExist("GSW_CALL_RESULT", "33") & PairExist("GSW_USER_EVENT", "RecordProcessedAcknowledge")

filter for campaign answer machine:
PairExist("GSW_CALL_RESULT", "9") & PairExist("GSW_USER_EVENT", "RecordProcessedAcknowledge")

Thanks
J