Total not ready time

Genesys Cloud Routing
1

Guys,

Want to work out the total not ready time (all agents) by VQ for a day. Has anyone ever attempted this /

Lance

1 Like
2

Hi Lance,

  • I’m assuming you mean in CCA..?

I’m not sure how you would do this, using a direct method; Agents, Agent Groups, Places and Place Groups can be configured to obtain their Total_Not_Ready_Time - (V)Queues cannot, since that statistic does not apply to a Queue…

However, you can extract the statistics for each Agent using a DAILY Aggregation from the ETL/DMA Layouts then use the Object and Obj_to_Obj Tables (which would need to be installed/configured in your Datamart) in a Query in Brio/Hyperion to associate the Agent to their respective (V)Queues..

TT

3

Thanks Tony - does the trick nicely

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