Author Topic: Genesys Call REJECTED Using Jabber  (Read 145 times)

Offline Michael

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Genesys Call REJECTED Using Jabber
« on: June 11, 2021, 11:04:47 PM »
Has anyone had any success capturing as a stat those calls that a Genesys agent REJECTS using CISCO's Jabber client? Currently, we are taking our RONA stat which is basically CallFowardedInbound / Internal / Consult / Unknown and matching that to the RONA timeout. If RingTime < RONA Timeout then REJECTED. If RingTime = RONA Timeout then RONA. But, this requires a custom report to be created / maintained and run. I'd really like to capture this in a stat directly in SS if possible. My initial thought was to capture TotalNumber when "CallRinging" in TimeRange (0-5) or something like that. Has anyone been able to successfully capture this on the Genesys side? TIA.