Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Tambo on April 07, 2011, 07:31:17 PM

Title: CCPulse stat for calls not answered
Post by: Tambo on April 07, 2011, 07:31:17 PM

Hi All,

I cant see a stat for total calls not answered, is this possible??

The issue is we have a site who's calls ring on a desk for 20 secs if not answered the call goes to the next longest available agent and rings on that desk etc etc. Problem is is that I dont know if the agent at the first desk is there or has forgotten to log out. So i'm thinking if I have a stat that tells me the number of calls not answered then the likelyhood is that they haven't logged out correctly.

Am I coming from this at the right angle or is there something easier I've missed  ??? ???

cheers

Tambo

Title: Re: CCPulse stat for calls not answered
Post by: fnunezsa on April 07, 2011, 09:49:12 PM

TServer version?

Title: Re: CCPulse stat for calls not answered
Post by: cavagnaro on April 07, 2011, 11:10:48 PM

On Tserver check the option agent-no-answer-action, you can set it to notready so if the agent is logged in but not presential then his position will go to NotReady automatically

Title: Re: CCPulse stat for calls not answered
Post by: Tambo on April 08, 2011, 01:09:26 PM

Cav,

cheers for this.......knew I was over complicating it  :-\

T