Hello. I need your help so much! Please! I’m new in Genesys tech. I need to create a statistic for count a current dial time of each call (real time + historical). But i can’t find a suitable statistic parameter in DMA 
I found a Current Time Statistic, but i don’t know how I can apply it to the agent or agent group. Maybe I’m wrong with my thoughts. Need support please!
StatServer guide is your friend.
And, of course, current time doesn’t has historical…as it is happening know. Only you can create a metric for TOtalTime maybe.
MainMask for you would be
MainMask = CallDialing
https://genesys.secure.force.com/support/servlet/fileField?id=0BEU0000000Teqp
Thank you. I read this Guide more than once. I know that it so simple. But i have a problem.. I need to see where i should apply this: MainMask = CallDialing. ? For what this mask? Where I should use it?
When creating a new formula in CC Pulse? In the text box? Thank you again. ???
…
StatServer guide…so where do you think you have to do it?
I think, i should do in Stat Serever Options tab.
I call it “CurrentCallTime”
Subject = AgentStatus
Objects = Agent,Place,GroupAgents
MainMask = CallDialing
Category = Current Time
I’m right?
Yeah!
Remember CCPulse will know about it after you close and open.
On SS logs you will see the creation of it and see if it is ok or not.
Remember it is CurrentTime, no spaces in between
Failure, statistics is not count What I should see in logs? Have you any ideas?
Wait, is not count…what do you mean?
I should create it as Total time instead.
With current time it cannot be used for historical reporting and can only be seen WHILE the agent is dialing.
I dont need a historical, i want only real time.Tell me why stat is not count in real time? If i use current time cattegory, it’s not a mistake, right?
Did you make a restart of the Stat Server component after the new statistic configuration was added? The restart is required. If yes, did you check the StatServer logs (DEBUG level)?
As already mentioned;
CurrentTime is displayed in “Real Time” - this means it will only indicate whilst that State is ACTIVE, during the real-time period of the Statistic. This will count (like an STOPWATCH) whilst the State is ACTIVE, then clear-down (back to zero) once it becomes INACTIVE. The CurrentTime Statistic, in it’s original state, is valid per Call/Interaction
TotalTime is a post-active Statistic which can be used in Real-Time or Historical statistics. It will show (HH):MM:SS after a period where the Statistic was ACTIVE. This will count up over a period of time and will show the overall Total Time for the Statistic (like a continuous LAP TIMER), until any pre-defined Time Period has passed. The TotalTime Statistic, in it’s original state, can be valid for multiple Calls/Interactions.
http://www.adam-gill.com/WBT/CurrentTime_versus_TotalTime.jpg
Hope this helps?
Thanks, yes It help. I need count whilst the State is ACTIVE, then clear-down (back to zero) once it becomes INACTIVE.
Should count from 0 each dialing between agent and client.
Then I have to use - CurrentTime statistic.
What? No, they are loaded dynamically, I never had to restart StatServer for a new metric. You can see on logs they are added at the time and then usable by CCPulse after CCPulse close and open again.
Please delete the metric from StatServer
Set SS logs to verbose= all /all=c:\somepath\somefile.log
Create the metric on SS again
Post the logs covering the creation time
I’am not sure that i fully understood you. What do you mean? Delete and after recreate Stat Server options?
That?
The new metric you created, under StatServer options, [CurrentCallDialing] or something like that
Guys, thank you all for your help. I solved the problem myself. I should use a call (inbound/outbound)mask, not dialing, it was my fault. The answer and hint tell me Adamgill, thx. And of course Cavagnaro without you not have done it.
…you’re welcome! ;D