Reporting historical Genesys

NICE CXone API & Integrations
1

Hi!

How create new historical stat in DatamartBD?

I want to create a new “Average_Talk_Time_Inbound” for my Agent.
(This new Stat is for inbound call with TKV-LIST (“language”, “french”)).

I can create this Stat “Real time” in CCPulse…by I want to make a “historical association”.

With DMA (data modeling assistant) I can’t create “average” metric! But I may create new Total_talk_Time_inbound and new Total_Call_Answered with a FILTER. But where I should make de formulas for “average”?

Thanks

2

Use the capability of your reporting tool like Hyperion.

3

without hyperion or cognos or any report program.

It’s possible with DMA or ETL?

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4

Hi,

Sorav is correct. CCA stores call counts and times, then aggregates them together. It is mathematical nonsense to average an average. You have to use your Hyperion\BO etc to calculate it. If you haven’t got Hyperion and you have CCA then I suggest you ask your Genesys VAR for it, as Genesys supply it for free.

Wyn

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