Average Time to Abandon from ringing for agent

Genesys Cloud Routing
1

I need to present Average Time to Abandon from ringing in historical report for agents (not for queues). The problem is that for calculation of it I need statistic for Total Time to Abandon from ringing for agent (not for queue). But such a statistic is available only for queues, not for agents. Does anybody know how to calculate it correctly I mean how to calculate Average Time to Abandon from ringing for agents ?

2

Hi Andy,

Try this statistic definition:

[Total_Time_Abandoned_Ringing]

MainMask=CallAbandonedFromRingingInbound

Objects=Agent, GroupAgents, GroupPlaces

Category=TotalTime

Description=Total time of calls abandoned while ringing.

Subject=DNAction

This should give you the total time it took to abandon all calls while they were ringing on an agent’s phone. I have not tested, but think it will work. Let me know.