DataMart queue duration w/o Ring for handled

Voice & Telephony
1

Hi all!

We need to calculate queue duration for handled calls. What we found as StatServer by default are metrics that calculate either (queueTime+ringTime) for handled or queueTime but both for handled and abandoned.

Does anybody know how to get only queueTime (w/o ring) for only handled (w/o abandoned) at DataMart?

P.S.
Default StatServer metrics we found are:
Total_Distribute_Time - calculates queue time for both handled and abandoned
Total_Time_to_Answer - calculates queue+ring for handled

2

Distributed is not Abandoned…
Distributed is an action where the Call was sent somewhere

Even formula is:

Entered = Distributed + Abandon + Cleared

From where do you get that definition?

3

Hi! Thanks for quick answer.

You are right that abandoned is not distrubuted in terms of StatServer.
But in terms of Events there may be calls that are abandonedWhileRinging but they are distributed already.

I understand that from technical point of view there is no confrontation.

But from business point of view management considers abandonesFromRinging as abandoned.

So let me reformulate the question with specific case:
a call arrives to queue and is distributed to an agent, then is is either:

  1. accepted by agent
  2. abandoned while ringing
  3. routed back to queue if agents didn’t answer while ringing

Is there any way for StatServer to calculate Queue (or Distribution) time for the 1 option only? Or at least for the 1+3 option only w/o option 2 (that is considered as abadndoned althouth it is abandoned while ringing).

4

Did you try to use CallsAnswered as the MainMask instead of CallsDistributed (which by default includes also CallsAbandonedFromRinging)?

5

Hi!

As I see it’s vica versa - CallAnswered includes Ringing and CallDistributed doesn’t. May I be wrong?

6
call arrives to queue and is distributed to an agent, then is is either: 1. accepted by agent 2. abandoned while ringing 3. routed back to queue if agents didn't answer while ringing

You need different Metrics:

  1. When RP sends the call to a Target is Distributed Time
  2. Then Ringing (Immediate action) starts
  3. Ringing Time runs
  4. If agent answers (CallAnswered) event triggers
  5. If not you have now CallRinging At mediation DN which is not retrospective
  6. From agent DN you can get the Ringing time.
  7. RoutedBack is a new interaction coming to URS RP depending on RONA settings, but the time for this to happen is based on your settings, so it is a fix time, unless you give the agent the power to reject, in which is Ringing time.
7

Thanks!

The issue is that Distribute time exists both for handled and for abandoned - so if I calculate this I can’t split them. I need to get it only for handled. Is it somehow possible at StatServer?

I thought of adding some AttachedData to handled call hence filterring DistributTime metric for them. But Distribution time is at strategy level and it is already written to DataMart once call goes to agent.

8

For Abandoned calls there is no Distribution time, only if you are talking about AbandonOnRinging, so please, use correct terms so we don’t get confused.

9

Yes, speaking about AbandonedWhileRinging