ACW for Outbound Calls Only?

NICE CXone API & Integrations
1

Can anyone help me with creating this statistic?

I’ve found in the Reporting Technical Guide two statistics that sound like they are exactly what I need - but I’m running into issues. I created this statistic:

ACW_Time_Outbound
MAIN MASK AfterCallWorkOutbound
CATEGORY TotalAdjustedTime
SUBJECT DNStatus
OBJECT TYPE(S) Agent, Place, GroupAgents, GroupPlaces

But in the description of this statistic - it says the following:

This stat type excludes durations of voice interactions placed on hold by
the agent. This statistic excludes the related after call work time. This
statistic also excludes the time spent on the outbound voice interactions
that are part of outbound campaigns, including ASM.

So obviously based on this description all my ACW time that an agent works on a Campaign is not being calculated anywhere. But I still need this ACW_Outbound statistic, so anyone know how I can get it? I thought of just using the Total_ACW statistic and applying a filter for CallOutbound, but that doesn’t seem to be working either.

Any suggestions?

2

WE use -
ACW_TotalTime_Outbound
MAIN MASK AfterCallWorkOutbound
CATEGORY TotalTime
SUBJECT AgentStatus
OBJECT Agent, Place, GroupAgents, GroupPlaces

& ACW_AverageDuration_Outbound
MAIN MASK AfterCallWorkOutbound
CATEGORY AverageTime
SUBJECT AgentStatus
OBJECT Agent, GroupAgents

1 Like
3

Steve - do your agents work outbound Campaigns? The statistic you indicated you are using is the same statistic I tried, but it is not incrementing for my Outbound Campaign time. And according to documentation this statistic will “exclude” Campaign Outbound calls.

4

Yes they do outbound campaign dialling.

I’ve just opened Pulse they are not doing OB today. But I’m sure it works, if it didn’t someone would have complained by now :wink:

1 Like
5

Steve -
Had a chance to see if your ACW_Outbound statistic is calculating Campaign Outbound Time?

I’ve still been playing with this for a week now and cannot get this statistic working.

6

What does StatServer says?

7

all - It’s ok – got this working. Thanks. Ended up having to attach data from softphone that would tell statserver if call was inbound or outbound & then create a custom statistic with filter to get the ACW_Outbound and ACW_Inbound.

I can’t believe Genesys would have a statistic for ACW_Outbound but that EXCLUDES calls made on a Campaign??? Very odd indeed.

2 Likes
8

I think I might be able to shed some light on this…

An Outbound Campaign Call is actually an Inbound Call to the Agent, because the call is connected from the Switch to the Agent…
If an Agent picks up their handset/softphone and dials a Number, that is an Outbound Call…

  • I think you have probably done the right thing to add in a KVP to determine Inbound calls and seperate them from Inbound Campaign Calls…

Hope this helps?

TT

9

There is something wrong here, the stats for ACW_Outbound count calls where the call type is outbound, this should include campaign calls. Even though the calls are presented to the agent as an inbound call, they should be tagged properly as outbound.

10

Totally agree, that is why is important to check ss logs…