ACW after Inbound call and after Outbound call

General Discussion
1

Hello,

I new here and I have two questions:

  1. Is possible to get one statistic of ACW time after Inbound calls and second statistic of ACW time after Outbound calls?

  2. Is any possiblity how to get ringing time? I mean how long where inbound call ringing after distribution from queu.

I will really appreciate your help.

Thanks a lot

Lukas

2

Yes you can, create new stat types in the StatServer with MainMask = AfterCallWorkInbound and AfterCallWorkOutbound.

2 Likes
3

Hello Lukas,

Masks mentioned by Cavagnaro can be used but there are some important limitations or conditions related to these. I would suggest you to read section dedicated to AfterCallWork action in StatServer User’s Guide (page 69).

To your second question - I think there are two ways to get required information (ringing time). You can define new statistic with mask CallRinging or you can use following formula - TimeToAnswer - TimeToDistribute.

R.

PS. Ahoj :slight_smile: