Assign Stats Group

This Reports tool assigns a telephone call or chat session to a Stats group.

At regular intervals (every 30 minutes, or some other interval you configure in the QueuePeriodStatisticsInterval server parameter in Interaction Administrator), Queue Manager generates statistical information about calls that have changed states in designated queues. This statistical information eventually ends up in a database and is used for reporting purposes. In addition to the statistics generated for the queues, Queue Manager also generates statistics for all the calls that belong to a statistics group.

Statistics groups are a way of categorizing the calls for which statistical information is being generated. Statistics generated for calls in statistical groups is limited to information about the calls, and does not include the additional agent information generated for queues. Statistics information for statistics groups is grouped together, even if these calls reside on different queues. A call can belong to more than one statistics group.

As an example of how statistics groups work, imagine that your call center receives calls on three separate toll free numbers. You want to determine how well your agents are processing these calls, so you need a way of organizing the statistics information generated by Queue Manager. Each time a call enters SystemIVRWorkgroup, you assign that call to one of three statistics groups depending upon which toll free number the caller dialed. When Queue Manager generates statistics information about all of the calls in CIC, it also lists statistics for the groups of calls belonging to each statistics group. In other words, Queue Manager generates statistics info for all of the calls, then for the three separate statistics groups.

Inputs

Call Id

ID of the call to be assigned to a stats group.

Statistics Group Name

The name of the statistics group.

Exit Paths

Next

This step always takes the Next exit path.