Hope someone can fill me in on this one…
I’ve been ploughing through with our consult call business requirements. Have created some N_Consult_Rec and N_Consult_Orig stats to count the number of made/received Consult calls. This works fine.
We also have N_Consult and T_Consult statistics which count the “number” and “talk time” of consult calls.
However, it has now gone a bit pear-shaped, since I tried to create T_Consult_Rec and T_Consult_Orig - using a copy of the T_Consult statistic, except with the CallConsultReceived or CallConsultOriginated actions instead.
On reading the Genesys manuals, I thought this should work, since they are apparently durable (not momentary) actions.
However, when I create a reporting template and layout, and begin to collect stats based on a sample call, I see T_Consult increment correctly, and I see the N_Consult_Orig and N_Consult_Rec stats increment correctly, but NOT the T_Consult_Orig and T_Consult_Rec (time based) stats.
It is:
Category=TotalTime
Description=Total Consult Originated Talk Time
MainMask=CallConsultOriginated
Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=AgentStatus
Which is exactly the same as our (working) T_Consult, except the MainMask is different…
So why isn’t this working???
