Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Al on January 01, 1970, 12:00:00 AM
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What is exactly is the Formula "DCID" used for when making a new statistic?
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It stands for Distinct ConnId basically if a call could be double counted because, for example, it keeps returning to the same RP it would only be counted once instead of many times if the DCID is selected.
Basically if DCID is selected the number of unique calls will be counted. If it's not, the total number of calls that pass the RP will be reported.
Hope this helps.
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Depending on how you calculate your statistics you either set it or not. One of the common problems that we have with our PBX reprting suites is that when we have a customer go back to the same queue, we get the call counted twice, which is not somethign that our SVs want.
We track our call centre performance by the number of contacts processed, and most of our statistics reflect it. Migrating to Genesys was in part caused by the fact that with contact center analyzer we can keep accurate records about the actual number of clients serviced and not the number of hits.
I strongly urge you to carefully think through on how your call flow will impact your reporting needs: I have seen a call center that had lost almost 30% of their percall money simply because they did not correctly implement their reporting system.Make sure you get your reporting people involved when deciding on whether or not to use DCID.