Agent Status in Inbound and Outbound Calls

Hello,

Is it possible to distinguish between when an agent status (ie hold/consult/ringing/acw) was generated during an inbound or outbound call?

Using ccanalyzer we are using agent daily reports to generate an inbound average handle time containing inbound talk time/hold time/ringing time/consult talk time/after call work however I believe the last four statuses just mentioned could have happened on an inbound or outbound call.

We are using genesys 7.5 with alcatel 4400.

Thanks,
WA

Hello,

I’ve never tried it but it should be possible by creating new statistic and using corresponding StatServer’s action like CallOnHoldInbound instead general one CallOnHold. There might be some issue with ACW as behaviour could differ per switch type…

You can find details about StatServer’s Actions in StatServer User’s Guide.

R.