AHT Calculation Stat Server

NICE CXone API & Integrations
1

Hello everyone

We need to add a personal AHT counter for the chat agent.

For this, statistics were added to the stat server by analogy in CCPulse:

Subject: “DNAction”
Objects: “Agent, Place, GroupAgents, GroupPlaces”
MainMask: “CallRinging, CallInbound, CallOnHoldInbound, CallConsultOriginated, AfterCallWorkInbound”
Expression: “CallRinging + CallInbound + CallOnHoldInbound + CallConsultOriginated + AfterCallWorkInbound / CallInbound”
Description: “Average talk time chat agent”
Category: “Formula”

I took the information from here: https://docs.genesys.com/Documentation/RTME/8.5.1/User/Formula

But, unfortunately, statistics don’t count anything. Tell me what you need to specify in order to correctly read the AHT of each agent in the chat?

2

Can you post exactly how it is created on StatServer

Usually this metric is for Voice, (hold…there is no Hold in chat for example)
But should count for CallInbound

However you would need a MainMask and a RelativeMask…not Expression…please post the StatServer metric and StatServer logs when you create the metric
You could use just AverageTime category to simplify your need

3

Unfortunately, I could not find how to correctly insert the image here, so I uploaded it to google disk

https://drive.google.com/file/d/12Jb2evn8Jg5PhuxEvrkWdmFtgiKuU3Is/view?usp=sharing

If using MainMask and RelativeMask, what are the best options to use?

4

Remove the spaces after the comma
Also check your StatServer logs as said, it will show you if your metric is ok or not