Preview Duration

Voice & Telephony
1

Hello,

I have noticed it is possible to report on Preview Duration - that is the amount of time (and assuming average) an agent spends ‘reviewing’ a record in preview dialling mode using Infomart.

But is this possible using ccpulse / CCA?
I cant find documentation within the solution search so think it may be functionality on ICON DB only.

I tried this statistic in statserver without success:
[TotalTimePreviewRecords]
Category=TotalTime
MainMask=UserEvent
Objects=RegDN, Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
[filter]
PreviewRecords=PairExist(“GSW_USER_EVENT”, “PreviewRecord”)

The equivalent for total number works fine.

thanks.

2

And what about OCCExtension for StatServer?

3

Cant see any related statistics within the OCCExtension?..

We want to determine how long an agent previews a record from the point it is requested to the next action ie connect to dial or cancel/reject..

4

UserEvent is a momentary action (no duration), so time-aggregating categories cannot be used with such a MainMask.

5

Hi PFCCWA,

Same is possible in case of customized GAD. You may introduce a key K whose value is set to some value e.g. ‘A’ the moment agent starts previewing a record. The moment agent clicks on button to make call, the value of this key K should change to value ‘B’. You can then capture preview duration by using a filter for key K with the statistic.