Stats

[DarkAngel]

Hi,

Does anyone know how to create stats on the statserver?

Our boss would like us to show calls which have been force disconnected (cut off because they breach the maximum queue size) as a percentage.

This percentage would be worked out from the total calls offered and the amount disconnected, but at the moment we have no stat for %FD (percentage of force disconnected calls) and so we need to create one..... Then i need to apply this silly formula to see if Genesys will entertain it, but thats my problem....

Any suggestions will be greatly appreciated

[mark]

Hi DA,

Can you tell me more about the strategy that FD's the calls.
Do you get Calls In Queue then do an IF statement to decide on whether the call should queue or not?

If so, you could attach some data after the IF statement to say that it was FD, this could be a filter or a VQ (or a filter on a VQ!) or another piece of custom data.

Mark

[victor]

There are several ways to do it, but the easiest one would be just doing caluclation in your strategy and then using IF-statement to route the calls to a VQ and from there to good-bye point (uhmm, dead VDN perhaps?)

If you attach data to the calls, then you can take that percentage from the queue you would place in the beginning of the strategy - you do not have to have attached-data when the call passes through it - as long as you attach data to the call later on, you still can apply the filter to the virtual queue and get that count.

so, the easiest way would be:

1. place a VQ to have all calls pass through it when they enter
2. decide if you want to drop the call
3. attach some key to the call being dropped
4. do the filter on the queue with that key to get the number dropped (or create a stat in the statserver)

I wonder if you can do the same thing without creating a VQ and just use RP instead...

Tell me if you want a sample of the stat for StatServer!
Vic

[DarkAngel]

Hi guys,

Sorry, im not that clued up on the routing side of things.

At the moment, in CCPulse, there is a view called FD, which shows the force disconnected calls as an integer, purely the amount of calls that have been force disconnected, and i have thresholds and a popup message at certain levels..

This is no longer good enough, and so instead of the number of calls, they want a percentage.

[mark]

DA,

Can you find out how you are calculating the current FD calls, this will give us a better idea of how to help you.
I'm thinking that it could be as simple as a custom calculation of entered and FD in the FD ccpulse template.

Mark

[victor]

My guess would be that you can probably do something as simple as going to Modify Template and doing Custom Formula where you would just divide one value by another.

Have you tried going to: Modify Template and playing with that?

Best regards,
Vic

[DarkAngel]

Guys,

At the moment we have a group of VQs called "CC Overall", this shows the total number of calls entered into the call centre, next we have a another Group of VQs called "FD" this just shows the total number of calls to enter VQs ending in _BUSY_1 as the strategy currently send all calls to be disconnected to its departmental VQ suffixed with busy 1.

Is there a way to do a stat that will divide the number of calls entered to the FD group by the number of calls entered into CC Overall then multiply by 100 to get the percentage?

[cavagnaro]

Yes, get Cleared/Distributed stat with some KVP attached and then collect it as stats. Then do some formula to calculate the percentage

[sy278]

KVP?

[mark]

[quote author=sy278 link=topic=2161.msg7831#msg7831 date=1177598316]
KVP?
[/quote]

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