EWT failed : 'ACWCompleted' MainMask doesn't work

Voice & Telephony
1

Hi,

I would like to know why the statistical to used ‘ACWCompleted’ Mainmask doesn’t work.
Only statistical defined by ‘ACWMissed’ MainMask incremented.

However, ‘CallReleased’ MainMask and ‘CallMissed’ MainMask works fine.

[Test_EWT_TotalTime_ACWCompleted]
Category=TotalTime
Description=Incrementation MediationDN same DN, End of AfterCallWork
MainMask=ACWCompleted
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction

[Test_EWT_TotalTime_ACWMissed]
Category=TotalTime
Description=Incrementation MediationDN other DN, End of AfterCallWork
MainMask=ACWMissed
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction

[Test_EWT_TotalTime_CallMissed]
Category=TotalTime
Description=Incrementation MediationDN other DN, Begin: EventEstablished End:EventRelease
MainMask=CallMissed
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction

[Test_EWT_TotalTime_CallReleased]
Category=TotalTime
Description=Incrementation MediationDN other DN, Begin: EventEstablished End:EventRelease
MainMask=CallReleased
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction

Customer configuration:
Switch : Avaya

T-Server Options:

  • predict-agent-work-mode = true
  • use-pending-work-mode = true
  • route-thru-queue = true

Test:

1agent Logged in AgentGroup1 and AgentGroup2
In Properties of AgentGroup1, VQ1 (virtual Queue) added an Origination DN
AgentGroup2, VQ2 (virtual Queue) added an origination DN

Timed ACW is enabled (999 seconds) in Hunted Group configuration
- Ready (auto-in)
- ACD call arrives
- Call entered in VQ1 to Target1 (AgentGroup1) (Clear Target check)
- timout of Target1 expired (10 sec)
- Call entered in VQ2 to Target2 (AgentGroup2)
- Call is answered by 1agent
- end of ACD call (15 sec InboundCall)
- agent mode is set to ACW by switch for 999 seconds
- agent manual changes agent mode (ready state after 20 sec ACW)

Statistics results

#VQ1
Test_EWT_TotalNumber_CallMissed = 15 sec → OK
Test_EWT_TotalTime_ACWMissed = 20 sec → OK

#VQ2
Test_EWT_TotalNumber_CallReleased = 15 sec → OK
Test_EWT_TotalTime_ACWMissed = 20 sec → KO!!!

The same test have been made with switch simulator and the test works fine…

It’s a specificity of Avaya switches?

Thanks for your help,

New.

2

This question has confused me, however, it is interesting ??? I’m not a reporting expert, so somebody else would probably help you out more than myself, I’d like to understand more though.

there is no Test_EWT_TotalNumber_CallMissed defined previously in your thread, is this a typo for Test_EWT_TotalTIME_CallMissed? If it is, I understand the meaning of the stat and the outcome is what I’d expect to see.

I understand the meaning of the stat and the outcome is what I’d expect to see.

Again, there is no Test_EWT_TotalNumber_CallReleased defined previously in your thread, is this a typo for Test_EWT_TotalTIME_CallReleased? If it is, I understand the meaning of the stat and the outcome is what I’d expect to see.

You don’t have a missed call for VQ2, I would expect to see 0 (zero) secs here. Not sure whether 20 is what you got or what you expect to see…

Fra

1 Like
3

The agent1 to which group belongs? Only AG2?

4

Thank for your answered

Cavagnaro →
agent1 is added into AgentGroup ‘AgentGroup1’ and ‘AgentGroup2’

Test :

  • agent1 Loggin mode :auto-in, into ‘AgentGroup1’ and ‘AgentGroup2’
    • ACD call arrives
    • Call entered in VQ1 to Target1 (AgentGroup1) (Clear Target check)
    • timout of Target1 expired (10 sec) → agent1 Status : NotReadyForNextCall into ‘AgentGroup1’ and ‘AgentGroup2’
    • Call entered in VQ2 to Target2 (AgentGroup2)
    • agent1 changes status: WaitForNextCall into ‘AgentGroup1’ and ‘AgentGroup2’
    • Call is answered by 1agent
    • end of ACD call (15 sec InboundCall)
    • agent mode is set to ACW by switch for 999 seconds
    • agent manual changes agent mode (ready state after 20 sec ACW)

Fra →

Sorry, it’s wrong copy/Past

statistical definition:
Statistics results

#VQ1
Test_EWT_TotalTime_CallMissed = 15 sec → OK
Test_EWT_TotalTime_ACWMissed = 20 sec → OK
Test_EWT_TotalTime_CallReleased = 0 sec → OK
Test_EWT_TotalTime_ACWCompleted = 0 sec → OK

#VQ2
Test_EWT_TotalTime_CallReleased = 15 sec → OK
Test_EWT_TotalTime_ACWMissed = 20 sec → KO!!!
Test_EWT_TotalTime_CallMissed = 0 sec → OK
Test_EWT_TotalTime_ACWCompleted = 0 sec → KO!!!

Thanks for your help,

New.

5

The issue will raise because the agent belong to the 2 groups (something strange in a real world configuration) maybe you can try with Skills and not with static agent groups, remember, an agent group doesn’t have statistics by its own as group, it sums the stats of the agents who belong to it. So if Agent1 belongs to those two agent groups those two will receive the ready event and worst if you cleared the check on Clear Target option. I’ll suggest to try with 1 agent per group and see the differences.

1 Like
6

thanks for your help,

i finally find to resolve this problem.

Agents must be configured with manualIn mode in loggin state.

#VQ1
Test_EWT_TotalTime_CallMissed = 15 sec → OK
Test_EWT_TotalTime_ACWMissed = 20 sec → OK
Test_EWT_TotalTime_CallReleased = 0 sec → OK
Test_EWT_TotalTime_ACWCompleted = 0 sec → OK

#VQ2
Test_EWT_TotalTime_ACWMissed = 0 sec → OK
Test_EWT_TotalTime_CallMissed = 0 sec → OK
Test_EWT_TotalTime_CallReleased = 15 sec → OK
Test_EWT_TotalTime_ACWCompleted = 20 sec ->OK

new.