Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: zimmerru on October 19, 2015, 07:45:25 PM

Title: WFM Statistic - AHT (or the like?) by Interaction type or call type
Post by: zimmerru on October 19, 2015, 07:45:25 PM

Our WFM group is asking whether we can somehow create a stat to use in WFM for AHT by Call Type, such as Credit Card vs General Inbound Queue or any of the other skills we use to deliver calls to agents.  We don't currently tag calls wit hthe skill but we can certainly do that if it would help in creating a statistic for WFM.  Any ideas?  I have read some on creating custom stats but I think this is a little more involved... however I could be wrong. 

Title: Re: WFM Statistic - AHT (or the like?) by Interaction type or call type
Post by: Tambo on October 20, 2015, 09:02:54 AM

surely your skill in Genesys is mirrored in your WFM app ??

Title: Re: WFM Statistic - AHT (or the like?) by Interaction type or call type
Post by: msh on October 20, 2015, 11:23:23 AM

I am not sure what exactly your problem is.

If you do a statserver filter you can then in your activity use that filter on the AHT.

Title: Re: WFM Statistic - AHT (or the like?) by Interaction type or call type
Post by: zimmerru on November 06, 2015, 07:11:18 PM

[quote author=msh link=topic=9167.msg41249#msg41249 date=1445340203]
I am not sure what exactly your problem is.

If you do a statserver filter you can then in your activity use that filter on the AHT.
[/quote]

That could be all I need to do.  I haven't dug into custom stats in statserver before so perhaps all I'm missing is creating a stat for the specific interaction/call type and using that in WFM.  Will do some digging and see what I come up with.  The current AHT stat used in WFM is just the agents AHT overall and does not indicate or have a filter what the Interaction/call type is.