We cannot show Aver. Time of Aband. Calls in CCP

Voice & Telephony
1

The AverAbandCallTime statistic does not show correct values for queues and virtual queues it shows 0.

Here is the definition of the AverAbandCallTime on the StatServer:

[AverAbandCallTime]

Category=AverageTime

MainMask=CallAbandoned

Objects=Queue, RoutePoint, GroupQueues

RelMask=CallAbandoned

Subject=DNAction

We have migrated to the Genesys 6.5 recently (from version 6.1).

Is the AverAbandCallTime statistic still valid for version 6.5 of StatServer ?

Should we use the other statistic / statistic definition for Average Time of Abandoned Calls in CC Pulse for queues ?

How to show Average Time of Abandoned Calls in CC Pulse for queues and virtual queues (which statistic should we use)?

2

This is how I would set it up.

The SServer manual does say “When the denominator is 0, the returned value is 0.”

Hope it helps.

3

If it’s for CCPulse, you also need to determine a Time to collect the stats. If it is left at the default, it will only report each 24 hours(!)

I found that good “time slices” are 5 or 15 minutes, after which it should reset the statistic.

Send me an email if you want the absolute details (screenshots) etc.

I hope this helps?

Tony