Current_Number_Calls Answered Statistic

Genesys Cloud Routing
1

Hi,
I need the count of the Current number of Calls answering in the queues. I have used the following stats:
Current_Call_Answered:
MainMask: CallAnswered
Subject : DNAction
Category:CurrentNumber
Objects:Queue,GroupQueues,RoutingPoint.

But is not working. Please provide any suggestions.

2

Set the statistic definition like following:

Total_Calls_Answered:
MainMask: CallAnswered
Formula: DCID
Subject : DNAction
Category:TotalNumber
Objects:Queue,GroupQueues,RoutingPoint

HTH!

3

Thanks, Is there any possibility to build the custom stats to show the current number of calls answering in the Queues. Kindly looking forward for suggestions

4

From my point of view, it does not make any sense, because the CallAnswered action is not long-term, which means that you will receieve 0 as value in most cases.

5

Current? As kubig says makes no sense. Maybe you can explain better what is it that you are trying to achieve

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6

Perhaps you mean to have an incremental count of Calls Answered..?

7

Since it is not possible in the queues, I had used the following stats to show the Current call answering based on the agent.

MainMask-CallAnsweredInbound
Category - CurrentNumber
Subject - AgentStatus
Objects - Agent,GroupAgents,Place,GroupPlaces.

8

But still makes no sense…

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9

If you are using Time Profiles, then it would be possible to incrementally count Calls Answered per Shift/Hour, etc.

I think we are all still a bit unclear on what you are trying to achieve..?