Solved: UCCX Script :: Get Reporting stats

Ravi Shekhar · ‎09-09-2013

Hi All,

I have a few questions regarding the "Get Reporting stats". The values like Exp waiting time, Avg hold duration, current wait time. Where can I find the formula for this? Will this parameter work if no agent is logged in? lastly can I add these any arbitary wait duration in the script if the system cannot calculate ( if no agent are logged in) ?

Chris Deren · ‎09-10-2013

I am not aware of the formula being published anywhere. These type of stats always work best in busy environment, with small number of agents, low call volume they will not work very well. As to arbitrary number, sure you can simply build logic i.e.

if agents_logged_in == 0

set EWT == X

HTH,

Chris

View solution in original post

Chris Deren · ‎09-10-2013

I am not aware of the formula being published anywhere. These type of stats always work best in busy environment, with small number of agents, low call volume they will not work very well. As to arbitrary number, sure you can simply build logic i.e.

if agents_logged_in == 0

set EWT == X

HTH,

Chris

Ravi Shekhar · ‎09-10-2013

Hey thanks Cris this makes sense. For no agent logged in i was getting wierd values. Got what i was looking for.

Here are a couple of links that might be usefull for ppl with similar query:

http://developer.cisco.com/web/ccxs/forums/-/message_boards/message/19113652?p_p_auth=6DGreJit

https://supportforums.cisco.com/message/398471#398471