Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on May 16, 2011, 01:49:06 PM

Title: CallDialing Stat
Post by: PFCCWA on May 16, 2011, 01:49:06 PM

Hello,

I want to use the CallDialing statistic to gather the number of times an agent dials using GAD, however only want to include the times this is done from a ready or not ready for next call state.

The issue I have is that it includes the times the agent dials when on a consult call.

Is this possible?  We have agents who are manually dialing (compared to using the dialer) and want to establish their productivity.

[u]Statistic detail as follows:[/u]
Category = TotalNumber
Description = Total Dialing Number
MainMask = CallDialing
Objects = Agent, GroupAgents, GroupPlaces, Place
Subject = DNAction


Thanks,
WA

Title: Re: CallDialing Stat
Post by: cavagnaro on May 16, 2011, 02:50:56 PM

What we do is do a filter to distinguish manual dialing from OCS dialing. As OCS includes KVPs then Outbound calls with KVP (GSW_PHONE for example) will be done by OCS and not by agent (~PairExist("GSW_PHONE","*"))
About dialing depending on AgentStatus I don't think so without developing something special for it on a custom softphone that will attach a key to be filtered...
About your MainMask (CallDialing) I think you can use CallDialingOutbound, CallDialingInbound,CallDialingConsult,CallDialingInternal and CallDialingUnknown...check DMA options for this...

Title: Re: CallDialing Stat
Post by: PFCCWA on May 17, 2011, 02:03:19 PM

Thats done the trick - also useful is the framwork stat servers user guide that pretty much explains it all.

Thanks.

Title: Re: CallDialing Stat
Post by: cavagnaro on May 17, 2011, 02:41:59 PM

YES! YOU GOT IT! the documentation actually helps! :)