CCPulse

General Discussion
1

Does anybody knows how to show number of calls shorter than 5 s. in CCPulse (per agent).

2

You can use in CCPulse Templates TimeRanges for statistic. Like, calls abandoned within 10 secs, and so.

In your case, I don’t really understand, what do you want to do. Do you want to see, how many calls DID the Agent had, that lasted less than 5 secs? In this case, you have to try with a TimeRange = 5 sec, and with a statistic like CallReleased or maybe CallInbound, but in this case you have to negate… Test a bit, have fun.

3

Yes, this is what I want to get. I have tested a bit, had a fun and was able only to get calls answered in 5s. but not lasted less than 5 s.

4

I think you are using a wrong statistic for your purposes. You have to use a statistic on Agent or Group, like CallInbound, and not CallAnswered for Queue using this you can see the waittime in the queue.

So try with CallInbound and with a TimeRange=05. This have to count the call if it was between 0 and 5 secs. I try this only with with CCA (I don’t remember for CCP), but has to be the same for CCP, too.

I made a report, where I counted the number of calls with length of:

060

60120

120180

and 180<

hope this helps

5

Does any one have the complete algorythm? I am wanting to find out when a IVR port has been on a CallInbound for more than 5 minutes.

I am new to Genesys and can not find any information for the programming scripts (thresholds) for CCP.

6

Email me and I’ll chuck a quick doc together for you.

B