InVQWaitTime

Architect & Flows
1

Hi All,

I’m trying to use the InVQWaitTime Statistics in the IRD on a strategy, and it always returns zero. I have already assigned VQ to the agent group in the origination dn.

Why does it return zero and how can I override this problem?

Regards,

Sitto

2

Did u connect URS to StatServer?

VQ in the Origination DNs?? I’d check “Use Virtual Queue” in the target block…or a SelectDN.

Fra

3

Yes, I did.

4

It could be that the statistic isn’t being opened in the statserver. How are you trying to use it, in a strategy for load balancing or in ccpulse for reporting?

If you are trying to use it in a strategy for load balancing, try creating the statistic, giving it a different name, using the wizard in IRD. Check to ensure that you have a timeprofile associated with statistic when you define it.

If you are trying to see the statistic in ccpulse, use Data Modeling Assistant to create another version of the statistic or configure the statistic directly in the options tab of statserver, then configure a new layout to request your statistic.

Good luck.

5

Sitto,

I know that in StatServer it is not defined. Instead it is defined via IRD Statistics. You can replace it by:

SData(StatExpectedWaitingTime, VirtualQueue) x PositionInqueue(VirtualQueue) / (CallsWaiting(VirtualQueue)+1).

Can you post the part of URS log where it gives you 0? I understand 10,000 but 0 means that waiting time is 0.

Try placing three calls into queue while agent is loggedin/not ready and then tell me what the stat returns.

By the way, remeber that you cannot use it in multiURS environment.

Genesys Manual clearly states:

Do not use InVQWaitTime in a multiURS environment where

each URS can route to the same set of targets. This is because

URS #1 does not know about the activity of URS #2.