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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: anandapriyan on June 20, 2016, 01:22:12 PM

Title: Current_Number_Calls Answered Statistic
Post by: anandapriyan on June 20, 2016, 01:22:12 PM

Hi,
I need the count of the Current number of Calls answering in the queues. I have used the following stats:
Current_Call_Answered:
MainMask: CallAnswered
Subject : DNAction
Category:CurrentNumber
Objects:Queue,GroupQueues,RoutingPoint.

But is not working. Please provide any suggestions.

Title: Re: Current_Number_Calls Answered Statistic
Post by: Kubig on June 20, 2016, 01:38:48 PM

Set the statistic definition like following:

Total_Calls_Answered:
MainMask: CallAnswered
Formula: DCID
Subject : DNAction
Category:TotalNumber
Objects:Queue,GroupQueues,RoutingPoint

HTH!

Title: Re: Current_Number_Calls Answered Statistic
Post by: anandapriyan on June 20, 2016, 01:50:28 PM

Thanks, Is there any possibility to build the custom stats to  show the current number of calls answering in the Queues.  Kindly looking forward for suggestions

Title: Re: Current_Number_Calls Answered Statistic
Post by: Kubig on June 20, 2016, 01:57:19 PM

From my point of view, it does not make any sense, because the CallAnswered action is not long-term, which means that you will receieve 0 as value in most cases.

Title: Re: Current_Number_Calls Answered Statistic
Post by: cavagnaro on June 20, 2016, 02:00:42 PM

Current? As kubig says makes no sense. Maybe you can explain better what is it that you are trying to achieve

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Title: Re: Current_Number_Calls Answered Statistic
Post by: Adam G on June 20, 2016, 03:06:39 PM

Perhaps you mean to have an incremental count of Calls Answered..?

Title: Re: Current_Number_Calls Answered Statistic
Post by: anandapriyan on June 21, 2016, 11:31:16 AM

Since it is not possible in the queues, I had used the following stats to show the Current call answering based on the agent.

MainMask-CallAnsweredInbound
Category - CurrentNumber
Subject - AgentStatus
Objects - Agent,GroupAgents,Place,GroupPlaces.

Title: Re: Current_Number_Calls Answered Statistic
Post by: cavagnaro on June 21, 2016, 12:07:29 PM

But still makes no sense...

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Title: Re: Current_Number_Calls Answered Statistic
Post by: Adam G on June 21, 2016, 12:19:24 PM

If you are using Time Profiles, then it would be possible to incrementally count Calls Answered per Shift/Hour, etc.

I think we are all still a bit unclear on what you are trying to achieve..?