Advance Counter

Statistics counters gather information about a particular call (telephone or chat) as it moves across queues. Two of these statistics counters are always in effect for every call: ConferenceCount and TransferCount. ConferenceCount is incremented automatically for a call when that call is added to a conference. TransferCount is incremented automatically for a call when the call is transferred by either a successful blind transfer or a successful consult transfer.

Use this Reports tool to create or increment your own custom statistics counters for ACD-processed interactions. For example, if you want to know how many times a call has entered a certain workgroup, create a statistics counter for that call using this tool. Any time a call enters that workgroup, use this counter to increment that statistics counter. When Queue Manager generates statistical information for that queue, it will also generate the information for any custom statistics.

Note: This tool only works for interactions in ACD processing.

Inputs

Call Id

ID of the call to be assigned a counter or to have a counter advanced.

Statistics Counter Identifier

The name of the statistics counter.

Exit Paths

Next

This step always takes the Next exit path.