Hello,
I want to use the CallDialing statistic to gather the number of times an agent dials using GAD, however only want to include the times this is done from a ready or not ready for next call state.
The issue I have is that it includes the times the agent dials when on a consult call.
Is this possible? We have agents who are manually dialing (compared to using the dialer) and want to establish their productivity.
Statistic detail as follows:
Category = TotalNumber
Description = Total Dialing Number
MainMask = CallDialing
Objects = Agent, GroupAgents, GroupPlaces, Place
Subject = DNAction
Thanks,
WA
What we do is do a filter to distinguish manual dialing from OCS dialing. As OCS includes KVPs then Outbound calls with KVP (GSW_PHONE for example) will be done by OCS and not by agent (~PairExist(“GSW_PHONE”,“*”))
About dialing depending on AgentStatus I don’t think so without developing something special for it on a custom softphone that will attach a key to be filtered…
About your MainMask (CallDialing) I think you can use CallDialingOutbound, CallDialingInbound,CallDialingConsult,CallDialingInternal and CallDialingUnknown…check DMA options for this…
2 Likes
Thats done the trick - also useful is the framwork stat servers user guide that pretty much explains it all.
Thanks.
YES! YOU GOT IT! the documentation actually helps! 