Stats question

Voice & Telephony
1

Hi All,

I am trying to capture stats for CCPulse. In the genesys statserver doc it was given

Calls_Entered = Calls_Distributed + Calls_Abandoned + Calls_Cleared, where

Calls_Distributed = Calls_Answered + Calls_AbandonedFromRinging + Calls_Forwarded + DistributedToAnotherQueue (*)

In the above equations could any one explain me what is the difference between Calls_Cleared and Calls_Answered?

Thanks in advance

2

Hi,

a call is cleared when was sat in a Virtual Queue and, according to the strategy you were running, it stopped waiting for a target (therefore was neither distributed, nor answered, nor abandoned) and jumped onto another Virtual Queue.

Fra

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3

IMO, Calls_Cleared should also include any default routed (i.e. “failed”) interactions…

4

Mh, I am not sure about “any” default routed interactions, but for sure when they leave the target block from the red port, the Calls_Cleared stat is incremented.

Fra

5

So calls routed to ACD or time out in VQ are calls cleared. Thanks!

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6

I’d say yes in the second case, depends what you mean for the first one instead.

Fra

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