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  • 1.  pulse glossary of terms

    Posted 06-25-2015 19:34
    Is there a glossary with definition of terms used in the reporting  (answered, talk time, etc) within Pulse GAX Extension 8.5?


  • 2.  RE: pulse glossary of terms

    Posted 07-15-2015 14:58
    Hi Brian,
    Did you check the Real Time Metrics Engine User's Guide?  Pulse receives all of its call/agent related data from Stat Server, so that guide may give you the definitions you are looking for.  As an example, here is what it posts for CallAnswered:

    This retrospective action derives from the CallRinging durable action if CallRinging terminates because of EventEstablished.

    CallAnswered is always simultaneous with one of the following call-type actions:

    • CallAnsweredUnknown
    • CallAnsweredInternal
    • CallAnsweredInbound
    • CallAnsweredOutbound
    • CallAnsweredConsult

    The interaction type that Stat Server receives from T-Server with EventEstablished determines which of the above five actions occurs simultaneously with CallAnswered (Regular DNs).

    This action may occur simultaneously with the retrospective mediation DN action
    CallAnswered (Mediation DNs).


    Thanks,
    Neil