Genesys CTI User Forum

Genesys CTI User Forum => Genesys-related Development => Topic started by: quaktus on September 17, 2010, 07:27:28 PM

Title: Reporting historical Genesys
Post by: quaktus on September 17, 2010, 07:27:28 PM

Hi!

How create new historical stat in DatamartBD?   

I want to create a new "Average_Talk_Time_Inbound" for my Agent.
(This new Stat is for inbound call with TKV-LIST ("language", "french")).

I can create this Stat "Real time" in CCPulse....by I want to make a "historical association".

With DMA (data modeling assistant) I can't create "average" metric!  But I may create new Total_talk_Time_inbound and new Total_Call_Answered with a FILTER.  But where I should make de formulas for "average"?


Thanks

Title: Re: Reporting historical Genesys
Post by: sorav84 on September 18, 2010, 05:40:16 AM

Use the capability of your reporting tool like Hyperion.

Title: Re: Reporting historical Genesys
Post by: quaktus on September 21, 2010, 03:18:21 PM

without hyperion or cognos or any report program.

It's possible with DMA or ETL?

Title: Re: Reporting historical Genesys
Post by: Adam G. on September 22, 2010, 06:57:05 AM

Hi,

Sorav is correct. CCA stores call counts and times, then aggregates them together. It is mathematical nonsense to average an average. You have to use your Hyperion\BO etc to calculate it. If you haven't got Hyperion and you have CCA then I suggest you ask your Genesys VAR for it, as Genesys supply it for free.

Pavel