Call Level Stats

NICE CXone API & Integrations
1

I’m looking for a way to collect stats around individual calls. Some of the stats I’m looking to collect are:

  • hold time
  • talk time
  • number of transfers
  • number of times on hold

Is there a method to collect this information at the call level on the Genesys platform?

2

Use StatServer…
Basic stats already there
Read the StatServer user guide for further reference

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3

Thanks for the quick reply cavagnaro!

Looking at the user guide I do not see an obvious way to query stats for a particular call. It seems like the stats server serves more of an aggregate function. Perhaps it’s possible to apply a filter rule based on ANI to get what I’m looking for but I’m not sold that it’s the optimal way to go about querying for stats of a single call.

Let’s say I have the call ID and other relevant metadata from raw call events. Can you describe to me how I would go about querying the stats server for information about said call?

4

Ah I see, what you need is then GIM, a full call detail recorder. StatServer is real Time only and feeds GIM.

5

I did not see a clear way to connect to GIM from the universal SDK. Do you have any additional insight as to how I may connect to GIM to retrieve individual call stats?

I did note that the SDK documentation has information around the history service which appears to return interaction information for a given contact. Is it possible that this may be an additional resource which contains the metrics I’m looking for?

6

There is no SDK for GIM, GIM is just a database (in short), so you can easily read the data directly from GIM database.