Hi guys,
Any ideas on how to report the current state but not reset the timer when the call is placed on hold?
If this is not possible then how to report the current call talk time (including hold time)?
Thank you,
D
Monitor the Action and not the status
Just create a custom field, (talktime + holdtime), that should do it.
Won’t work if the Subject is a Status…
So,
I need the current status of the agent but the timer should not reset when the call is placed on hold (to remain callInbound for example).
The standard statistic looks like this and has the behavior stated above:
[CurrentAgentState]
Category=CurrentState
MainMask=*
Objects=Agent
Subject=DNAction
As an alternative I tried to mesure the time of the state but is not working at all:
[CurrentCallTime]
Category=CurrentTime
MainMask=CallInbound,CallOutbound,CallDialing,CallRinging
Objects=Agent
Subject=DNAction
So, what should I try next ?
Thank you,
D
So CurrentCallTime was not working because I placed an internal call. But the first issue is still open.
What you want to measure is TalkTime (In,Out,Internal,Consult) Action + Hold Action
[CurrentCallHoldTime] Category=CurrentTime MainMask=CallInbound,CallOutbound,CallDialing,CallRinging,CallOnHold Objects=Agent Subject=DNAction