Skip to main content

Content Starts Here

We've Moved!

Please note that we have moved to our New Forum site.


Ask Search:

Welcome to Support!

Search for an answer or ask a question of the zone or Customer Support.

Need help? Dismiss
Janesh Mohammed AliJanesh Mohammed Ali 

ccpulse displaying incorrect talk times

Hi all, 

I am helping out testers in a project. I am using a stat called Total_Talk_Time_Outbound .

Category: TotalTime
Subject: Agent Status
Main Mask: CallOutbound
Notification mode: TimeBasedNotification
Notification Frequency : 60
Interval Type: Growing
Insensitivity :10

I made 2 outbound calls from IWS. each call 1 minute and 31 secs long. 

However the stat displayed: 2min 40 secs instead of 3 minutes and 2 s in CCPulse.

It did not capture 22 seconds. Does anyone know why this might be the case ? 

Thanks ,
J
Best Answer chosen by Janesh Mohammed Ali
Adam SchiestelAdam Schiestel
Insensitity is too high. It only updates the stat after ten seconds has transpired, so the last update for each call is at 1:20 for a total of 2:40. Set Insensitity to 1 (second) to correct this. Also set the Notification Frequency to a lower value (5) to get updates more quickly.

I typically use 2 and 5 for these options on time-based stats in prod environments.

All Answers

Jakub NemecJakub Nemec
The lenght of calls (1:31) was computed from what event from your site? Genesys is computing this from EventEstablished until the EventReleased is not generated
Adam SchiestelAdam Schiestel
Insensitity is too high. It only updates the stat after ten seconds has transpired, so the last update for each call is at 1:20 for a total of 2:40. Set Insensitity to 1 (second) to correct this. Also set the Notification Frequency to a lower value (5) to get updates more quickly.

I typically use 2 and 5 for these options on time-based stats in prod environments.
This was selected as the best answer
Santosh SundaramSantosh Sundaram
Typically use the Subject as DNAction to get accurate results. AgentStatus might not be accurate...