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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: kapusta1152 on March 07, 2007, 07:36:10 PM

Title: Extract abandoned calls data from DataMart based on Agent Groups name
Post by: kapusta1152 on March 07, 2007, 07:36:10 PM

Hi Genesys pro,

We are looking for advice how to extract data for abandoned calls based on Agent Groups name from Data Mart (DM)/Oracle 9  (This is more DBA then Genesys type or questions).

DM/Oracle schema has 1653 tables (see attached spool file).

I am wondering if some scripts  are available to pull data from appropriate tables for abandoned, average handle time  AHT)  etc calls.

I can run some query (see below) for abandoned calls and total time in queue Fig. 1 from available table views with [b]Aqua Data tool [/b] but this is total number of abandoned call. We need to break to Agent Groups level.
###############################
select abandoned_calls, Total_Time_In_Queue
from BIS_Data_Feed
where rownum <=10
######################################

Kind regards,

Title: Re: Extract abandoned calls data from DataMart based on Agent Groups name
Post by: cavagnaro on March 07, 2007, 08:19:37 PM

What? Dear kapusta1152,

I really but really recommend to you read the StatServer Reference Guide, the 600 and so pages. You have a lot of misconceptions about statistics.
An abandon call only occurs on a Routing Point (Queue Object).
An abandon-from-ringing occurs on the DN, yet not on the agent itself, but the target was an Agent Group.

So again, you can't combine stats from a Queue and a Agent.

Title: Re: Extract abandoned calls data from DataMart based on Agent Groups name
Post by: kapusta1152 on March 08, 2007, 08:49:01 PM

You can ignore Time in queue query result.
I am just looking for a script to extract total abandoned calls number for some agent groups.
Maybe I need to look in CCON database instead of DataMart?
Thanks,

Title: Re: Extract abandoned calls data from DataMart based on Agent Groups name
Post by: Adam G. on March 08, 2007, 09:20:27 PM

Hi Kapusta,

You want to know "I am just looking for a script to extract total abandoned calls number for some agent groups."?

Think about the call flow, a call comes in,  queues waiting for a suitable agent, but BEFORE it is answered the caller hangs up - this is your abandoned call. The problem here is that the call was never answered by an agent so therefore it can not be counted against an agent or agent group. Does that make sense? What you want is thus an impossibility.

Pavel

Title: Re: Extract abandoned calls data from DataMart based on Agent Groups name
Post by: cavagnaro on March 08, 2007, 09:22:48 PM

All you can get is abandoned-from-ringing, which is an abandon while the place of the agent is ringing but already left the queue and was diverted.
Create the metric on DMA and apply it to your agent/group of agents stats.

Title: Re: Extract abandoned calls data from DataMart based on Agent Groups name
Post by: kapusta1152 on March 09, 2007, 02:50:42 PM

Thanks for clarification regarding abandoned-from-ringing vs. abandoned.