PureEngage On-Premises

Hi,
I am looking to create a statistic that would help me to distinguish if the CallInbound is an outgoing call(origination) or an incoming call(destination)?

In the DN actions, Genesys offers us just CallInternalOriginated, CallInternalReceived, CallConsultOriginated, CallConsultReceived.

A filter condition on the attribute "ThisDNRole" of TEvents would be perfect but it doesn't work....filter invalid. (Why It work just for DNIS, ANI, CustomerID, MediaType, ThisQueue, TreatmentType, UserData????)

Why I want this information?
In CCPulse I created a view that uses formula to show the current status of the DN of the agents. (if (e.item (). DNType == "Extension")..(e.item().Status)
I am able to deduce this information with the previous status of the call. For example, if the previous status is "Ringing" then the call (callInbound, CallInternal, no matter) will be an incoming call. whereas if the previous status is "Dialing" then the call (callInbound, CallInternal, no matter) will be an outgoing call. But the problem is that sometimes the recipient answers quickly and in those days, the formula for the CCPulse never receives the 'Ringing' or 'Dialing ". Is this information can find in a statistical (would be hidden in the view) that the formula would recover the information?

Thanks and sorry for my english!
 

I'm not sure I follow the scenario here (CallInbound as an outbound call). But you may be able to fix the CCPulse formula by changing your underlying event-based stats to Notification Mode = Changes Based. You may be missing Ringing and Dialing events if you are using Time Based notification and the event occurs in less time than the Notification Frequency. Changes Based notification should pick up all the events, even short-duration. I use this mode for pretty much all non-time-based stats due to the enhanced accuracy.

Alternately you ought to be able to build custom stats in statserver "Calls Answered Inbound" and "Calls Answered Outbound" which eliminates the need for the formulas.

Category=TotalNumber
MainMask=CallAnsweredInbound (or CallAnsweredOutbound)
Objects=RegDN, Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

It works! Thank you very much it is very appreciated.

I am not sure at 100% but i believe pointed out that CCPulse is slower since i changed to "Changed Based".  Is that possible?

ps:
(with DnType=Extension)
- If my agent made a call to a DN outside Genesys --> CallOutbound
- if my agent made a call to the DN of an agent --> CalIinternal
- if my agent made a call to a routing point (to speak has an agent who has a specific skill) --> CallInbound
- if my agent made a call to a ACD Queue --> CallInbound