Agentstatistic

General Discussion
1

Hello

My Problem: Agentstatistic
I need 2 diff statistics with number of outboundcalls

case 1: agent is in status NR → i need Total Calls Outbound
case 2: agent is in status Ready → i need Total Calls Outbound

any idea?

2

Actions and status are not comparable. I once asked Genesys something similar and was told that there was no way.
Outbound done by OCS zero.

3

to save starting a new thread, I will continue with the agent statistic topic…

I have 5 filters created which I have applied to 5 individual notreadystatuses statisitics (in CCPulse). This allows me to see time in a particular not ready reason (defined in Action Codes and selected in GAD).

Im looking to report historically (via ccpulse) the amount of time spent in any of these filtered states. I have tried using ‘Total_Time_Not_Ready’ stat and applied the relevant filter, however, all 5 not ready filtered states return the same data as a non filtered ‘Total_Time_Not_Ready’.
In a realtime report it will distinguish between the 5 filtered stats and count up accordingly, historically it wont.

Any suggestions?

4

Hi Mark,

It’s not possible to apply filters to historical data at all. The value comes from DataMart and it’s just “value” corresponding to a predefined statistic (Total_Time_Not_Ready in your case). If you need historical data for “filtered” NotReady time you have to create a new template in DMA, define the statistics incl. filter (e.g. Total_Time_NR_Filter1, Total_Time_NR_Filter2) and active that DMA template. Later you can assign newly defined historical statistics to existing real-time statistics with the same filter.

René

5

Thanks René,
I was hoping that there would be a way around this without the utilization of DMA. Ive been planning to get my hands dirty in DMA, and now looks as good a time as any!

Mark

Edit: Ok creating new stats with filters attached is not rocket science.

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6

Be carefull just when creating layouts, a duplicated name can make all go down and all stats stop working, there is another post more detailed on this matter.

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