Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: kapusta1152 on March 02, 2007, 08:43:37 PM

Title: Avg. Handle Time (AHT) for Virtual Agent Group
Post by: kapusta1152 on March 02, 2007, 08:43:37 PM

Hello  Genesys Pro,


I am wondering if it is possible to report AHT and ATT  for Virtual Agent Group.
Originally I posted question how  to report AHT for Virtual Queue, Queue (see below).

Thanks

P.S. I have four  groups of agents (TX, OH, NE, CO) and  can  report AHT for individual agent but need  AHT for each group.

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Hello  Genesys Pro,

Q.  I can run Brio 6.2 report for Avg. Handle Time (AHT) for individual agent, but looking for simple method /formula how to report AHT for Agent group, Queue (Virtual Queue) with statserver 7. / Brio 6.2.
I hope some of you already done these custom reports.

A. You can mix the stats from a Agent Object from a Queue object.
Answered is a special statistic (retrospective) that travels from agents to Queue objects.

Handle time is so impossible to obtain from RP as it's the Inbound, Outbound, ACW summary of times.

Regards

Title: Re: Avg. Handle Time (AHT) for Virtual Agent Group
Post by: cavagnaro on March 03, 2007, 08:39:41 PM

You should.
The statistics of a Group of Agents (Virtual or not) is made of the statistics of the agents that compose such Group.

So,
Handle Time = Inbound + Outbound + After Call Work

And

Average Handle = Time(Inbound + Outbound + AftercallWork) / Number(Inbound+Outbound)

I don't see why you should not be able to obtain this statistics for a Virtual Agent Group which is composed only for a skill expression.

Apply the AgentGroup Template from CCPulse to your group and the mentioned statistic will be there.

Regards

Title: Re: Avg. Handle Time (AHT) for Virtual Agent Group
Post by: mark on March 06, 2007, 01:35:47 PM

As cavagnaro said really, if you have the stats available for individual agents, all you need to do is add 'Group of Agents' to the agent template.
Failing that you could create the formula yourself via the template.

Mark

Title: Re: Avg. Handle Time (AHT) for Virtual Agent Group
Post by: cavagnaro on March 06, 2007, 05:00:33 PM

I didn't say to create it via formula, just explaining how the stat is built on statserver. But don't see why not...only that it will not be stored on the DataMart for CCA.
Also the GroupView template that is out of the box includes this stat.

Title: Re: Avg. Handle Time (AHT) for Virtual Agent Group
Post by: mark on March 07, 2007, 02:44:06 PM

[quote author=cavagnaro link=topic=2100.msg7257#msg7257 date=1173200433]
I didn't say to create it via formula, [/quote]

I know you didn't, my comment about the formula was if you could not do what you mentioned, hence the 'failing that...' start ;]