total time to clear

Voice & Telephony
1

Hi!

I am trying to use a VQ to measure time spent in executing a strategy (including playing prompts etc). For this I placed the call in a VQ at the beginning of the strategy and at the end I did a ClearTargets on that VQ.

I am able to count the number of cleared calls , but I cannot measure the time. Does anyone have some ideas ?

I tried creating this statistic in CCP StatServer, TotalTimeToClear, but it doesn’t work:

Category: TotalTime
MainMask: CallCleared
Objects: Queue, GroupQueues, RoutePoint
Subject: DNAction

2

When the call enters the RP do a capture of the time stamp and attach to a KVP. When call enters to an agent on his softphone capture again the current timestamp, then capture the kvp holding the initial time stamp, do a rest and print it.
Done.

3

Thank you Cavagnaro, but is there a way to measure the Total Time to Clear?
I cannot use your method as I need this statistics in CCPulse.

Thank you

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4

Did You try adding CallDistributed to MainMask?

2 Likes
5

Yes, I did, but with no success.

1 Like
6

I managed to make it work with:

Category: TotalTime
MainMask: CallWait
Objects: Queue, GroupQueues, RoutePoint
Subject: DNAction

1 Like