Author Topic: Call Level Stats  (Read 2463 times)

Offline TheLastEmperor

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Call Level Stats
« on: April 20, 2017, 02:05:44 AM »
I'm looking for a way to collect stats around individual calls. Some of the stats I'm looking to collect are:

[list]
[li]hold time[/li]
[li]talk time[/li]
[li]number of transfers[/li]
[li]number of times on hold[/li]
[/list]

Is there a method to collect this information at the call level on the Genesys platform?

Offline cavagnaro

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Re: Call Level Stats
« Reply #1 on: April 20, 2017, 02:59:32 AM »
Use StatServer....
Basic stats already there
Read the StatServer user guide for further reference

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Offline TheLastEmperor

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Re: Call Level Stats
« Reply #2 on: April 20, 2017, 02:09:02 PM »
Thanks for the quick reply cavagnaro!

Looking at the user guide I do not see an obvious way to query stats for a particular call. It seems like the stats server serves more of an aggregate function. Perhaps it's possible to apply a filter rule based on ANI to get what I'm looking for but I'm not sold that it's the optimal way to go about querying for stats of a single call.

Let's say I have the call ID and other relevant metadata from raw call events. Can you describe to me how I would go about querying the stats server for information about said call?

Offline cavagnaro

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Re: Call Level Stats
« Reply #3 on: April 20, 2017, 02:37:14 PM »
Ah I see, what you need is then GIM, a full call detail recorder. StatServer is real Time only and feeds GIM.

Offline TheLastEmperor

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Re: Call Level Stats
« Reply #4 on: April 21, 2017, 05:35:23 PM »
I did not see a clear way to connect to GIM from the universal SDK. Do you have any additional insight as to how I may connect to GIM to retrieve individual call stats?

I did note that the SDK documentation has information around the history service which appears to return interaction information for a given contact. Is it possible that this may be an additional resource which contains the metrics I'm looking for?

Offline Kubig

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Re: Call Level Stats
« Reply #5 on: April 22, 2017, 08:54:42 AM »
There is no SDK for GIM, GIM is just a database (in short), so you can easily read the data directly from GIM database.