Merging statistics from 2 queues

Architect & Flows
1

Our routing strategy works in a way that

  1. call goes to routing point and if not answered

  2. call is redirected to ACDQueue

We would like to have statistics like e.g.

Average time to answer which takes into account that calls waited in 1) and 2). How to do it? (so far I was only able to monitor either 1) or 2)

Grzegorz

2

I have exactly this requirement: how to add number of incomming calls from queue A and Queue B and show it as a custom statistic in CCP for queue A. Can this be done?

3

Hi,

I think this is something you can accomplish by defining new custom Statistic for Abandon in StatServer with GetGlobalSum if I am not mistaken.

Vic

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4

DN Group doesn’t work for you?

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5

Hello!

DN group may work, but there are some hesitation that I have because I am asked only to show abandon from A+B in A but the rest of stats are as they were.

So:

[tr]
[td]queue name[/td][td]incoming[/td][td]outgoing[/td][td]abandon[/td]
[/tr]
[tr]
[td]queue A[/td][td]A only[/td][td]A only[/td][td]A+B[/td]
[/tr]
[tr]
[td]queue B[/td][td]B only[/td][td]B only[/td][td]B[/td]
[/tr]

Can this be done with DN groups?

6

Hi,

now I am curious about this as well since it is sort of related to what one of our users want as well.
I have tried to test it with DN groups, but you know, there is definitely a problem with filtering B from DN group A (containing A+B). I tried Custom Formula, but it would not allow me “IF” statements…I am curious about how to solve this one as well now!!!

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7

Vic!!! Help me here pls.

How can I create a filter that would work on this? Your idea to use same VQ before placing the call into VQ_A and VQ_B works, but it requires modifying our strategy. If we do it on our own, VAR will no longer support our strategy. If we ask them to do it, they tell us it costs almost as much as new softphone. What can be done ?

8

:-\ Wo, it is a simple change…and charge you that much for a simple change? Bad.
Now is it me or this is too easy and you are making a torment of this?
Create a report with:

[tr][td]Queue Name[/td][td]Incoming[/td][td]Outgoing[/td][td]Abandon[/td][/tr]
[tr][td]QueueA[/td][td]A[/td][td]A[/td][td]Hide the field[/td][/tr]
[tr][td]QueueB[/td][td]B[/td][td]B[/td][td]B[/td][/tr]
[tr][td]DNGroup[/td][td]Hide[/td][td]Hide[/td][td]A+B[/td][/tr]

Does this work for you?

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