Reporting talk time on the initial portion of a transferred call

General Discussion
1

I am trying find an efficient way measure the talk time on the first leg of a call before the transfer, and then talk time for the second leg of the call after the transfer? Has anyone had a request to do this before?

2

You should definately be able to gather those statistics if you have Genesys Info Mart. Interaction_Segment_fact table collect those values.

2 Likes
3

If you don’t have Infomart, you could create a KVP by passing the call through a Route Point on transfer - or use a peg on the call which increments on each transfer. In the reporting, you would need to set up a TalkTime statistic with the KVP or peg as a Filter…

TT

4

I should have clarified the reporting environment is CCAnalyzer/Datamart, so no CCON, ICON, or informart currently.

Tony, if I do set up a KVP on the transfer route point, which we do, the KVP would be applied on the transfer, and in CCA is there a way to create a statistic that takes the filtered portion of the talktime and subtracts that time from the total talktime (maybe using a relative mask for instance). We have a temp agents that can only do specific tasks when a call arrives, and if they can not handle the request of the call they have to transfer back into another queue for another group. We are trying to measure how long the talk time is for those temp agents on specifically transferred calls to gauge how much additional time that is adding to the call.

Thanks,
Mike

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5

That should be relatively straightforward - you’ve actually outlined it yourself! :slight_smile:

Add a new KVP to your attached data (e.g. “FirstLeg”)
Add the KVP as a Filter in DMA, call it “FirstLeg”…
Add a new “TalkTime” Stat in a Layout and apply the “FirstLeg” Filter.
Make sure you have “TalkTime” in the same Layout, too…

Then, in your reporting tools (Hyperion? Brio?) bring up both Stats for whatever Aggregation Level you need, to show:

TalkTime (unfiltered)
TalkTime for First Leg
(TalkTime MINUS TalkTimeFirstLeg will equal whatever the subsequent talk time was, after the FirstLeg…)

Not tried it but I’m pretty sure that’ll work… :slight_smile:

TT