Short Calls

Genesys Cloud Routing
1

I have to calculate short inbound calls on virtual queue. Is it possible?

I have no ptoblem to calculate the same thing on Agent or Agent group like in this example:

Category=TotalNumberInTimeRange

Objects=Agent, GroupAgents, GroupPlaces, Place

MainMask=CallInbound

Subject=DNAction

Description=Total number of inbound calls in Time range for Agent

thanks.

2

What is a “short” call?

I thought “short” call was a call that was dropped before being answered!

TotalNumberInTimeRange would give you number of times calls has appeared at agent’s station.

3

fabio, try adding

GroupQueues, Queue

to the Objects part of your stat.

4

Fabio,

“Short Calls”, as Jeff states, are normally associated with Agent ype stats. A VQ is a pass hrough point, applied to any RP, Queue or passout point in a Strategy, etc.

I’m not sure if you want to try and calculate the timings for a dropped call through the VQ or the time to a Short Abandoned Call to an Agent?

What’s the plan/idea/brief?

Tony