PureEngage On-Premises

We currently have all of our double gear activities set up to collect statistics for IV, AHT, Abandonment and SL in Config Utility. We have also set up some of the single gear activities to collect the same stats so that we can see how each individual site is performing on those same statistics. We have noticed however, that some of the data doesn't seem to be adding up. Has anyone set up single gear and double gear stats for the same activitiy and have any feedback for us? Also, does anyone know where to find what each stat contains (i.e. TotalNumberInboundCalls)?

Theresa,

?That depends on which data elements you are referring to and the kind of statistical object you are pointing at.
?For example, if the MultiSite Activity (Double Gear) is pointing at a Virtual Queue, then you will not be able to get AHT for the VQ, nor will you be able to get SLA a the Site-Level Activity (Single Gear).

?Can you give us some more details around how you have the MS Activity set up compared to the Site-Level Activity?
Thanks.

?-TT

For MS, we have the following:

• AHT - collecting on a virtual agent group
• IV - collecting on Group of Queues
• Abandonment - collecting on Group of Queues
• Service - collecting on Group of Queues

For Site-Level, we have the following:

• AHT - group of agents
• IV - group of agents
• Abandonment - group of queues
• Service - group of queues