Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dimitry on May 25, 2016, 06:23:05 AM

Title: Difference between Agent Group and DN group
Post by: Dimitry on May 25, 2016, 06:23:05 AM

Hi ,
I am quiet new to Genesys. Could you please let me know what is the difference between agent Group and DN group ? How would this help in terms of Stat server application ?

Title: Re: Difference between Agent Group and DN group
Post by: Dionysis on May 25, 2016, 06:45:14 AM

Agent group contains agents, and a DN group contains DN's.

So stat server can monitor a group of DN's using a DN Group, or a group of agents using an Agent Group.

Title: Re: Difference between Agent Group and DN group
Post by: Dimitry on May 25, 2016, 06:58:38 AM

Thanks Dionysis

So when I have to calculate the number of agent logged of specific skill type , number of agent in calls now etc I should collect the stats against the agent group  . So the stat server will give the sum of all agent details right ?



When I have to calculate the number of calls entered to the particular group , number of calls that has abandoned , the stats can be taken from DN group .. right ?

Title: Re: Difference between Agent Group and DN group
Post by: Dionysis on May 25, 2016, 08:24:37 AM

That's correct.