Genesys CTI User Forum

Genesys CTI User Forum => Genesys-related Development => Topic started by: bobby_brown on March 19, 2013, 06:44:16 PM

Title: Total Chat Answer time reset on RONA when targeting a virtual queue
Post by: bobby_brown on March 19, 2013, 06:44:16 PM

Hi , I'm tyring to generate a stat in CCpulse to calculate the total time taken to answer a chat. The issue is I'm routing to a virtual queue and the Object Type that is available is only by 'Tenant'. If it was Tenant then I could have used the Chat_Total_Answer_Time stat type. The chat gets reset when it RONA back into queue. So at that point I believe there is not much benefit to using a Tenant based calculation as we would not be able to narrow down chat answer time to the queue level. Looking for some suggestions/ideas to how this could be done.

Thanks,
Bobby

Title: Re: Total Chat Answer time reset on RONA when targeting a virtual queue
Post by: josongreay on March 26, 2013, 05:44:07 AM

I would like to know what plate form and algorithm you are using.

Title: Re: Total Chat Answer time reset on RONA when targeting a virtual queue
Post by: Kubig on March 26, 2013, 08:54:55 AM

Did you try to use option DistByConnID?

Title: Re: Total Chat Answer time reset on RONA when targeting a virtual queue
Post by: bobby_brown on April 03, 2013, 09:46:48 PM

I'm not using any formula as such.. How would DistbyConnID help me get the 'time' portion. It would just give the the number of Dist for the life of a call.

Title: Re: Total Chat Answer time reset on RONA when targeting a virtual queue
Post by: Kubig on April 04, 2013, 08:22:58 AM

Cause if the interaction is routed again to the same point, the statistics are increased. For these purposes is option, that was written above.I am surprised that you have never used the option.

Title: Re: Total Chat Answer time reset on RONA when targeting a virtual queue
Post by: bobby_brown on April 04, 2013, 09:06:46 PM

Per Genesys Documentation -
The DistByConnID component affects only number-related, percentage, and
average metrics. Time-related metrics are not affected and, in fact, ignore this
qualification.

Title: Re: Total Chat Answer time reset on RONA when targeting a virtual queue
Post by: Kubig on April 05, 2013, 09:56:59 AM

You are right, my fault. I did not use it for a long time, so I did not remember all possibilities of this option. Thx for repair my opinion.

Title: Re: Total Chat Answer time reset on RONA when targeting a virtual queue
Post by: cavagnaro on April 05, 2013, 10:08:39 AM

MCR stats are very limited, just in StatServer II will be some big improvements.
Now, when you say Time_to_Answer this is what according to you?
Since the chat entered to the VQ or when entered to the agent or when the agent closed the chat?
This is one of the reasons MCR stats are much more complicated than simple voice.
If you want the time for the whole interaction since the customer hit the Start Chat up to when the agent hit close interaction (or maybe even Timed out) then no CCPulse stat will provide that as you are combining objetcs (Queue, Agent) that are were the interaction took place.
You will need something like ICON for that as you need the whole path of the Interaction and by interaction.
I don't remember if you can also get chat stats from the Scripts (not VQ) also for chat, so maybe then you can have some better idea.