How to Measure the ring delai

nonosensei · ‎01-10-2008

Hello everyone,

I have an SLA to respect with my contact center. I need to measure the time between the beginning of a phone call ringing on a agent's phone until the agent picks up the phone.

So I need the ring delai for each call.

Do you know how can I do that ?

simonandorfi · ‎01-10-2008

Hi,

what type / deployment of ContactCenter do you describe? UCCE / UCCX.

For both versions you may have a look in the database Schema PDF for your searched value ..

Simon

nonosensei · ‎01-10-2008

Hi,

I have a IPCC Express enhanced 4.5.

Regards

Abdulbaseer Mohammed · ‎01-18-2008

In your report tool you may want to run report on agents that will give your average answer time.

hope it helps.

Baseer.

osindero · ‎01-19-2008

Check/run the stored procedure assoicated with the agent summary. It generates average speed to answer per agent. And I think you can equally generate average speed to answer per CSQ using the stored procedure for CSQ Activity.

You might want to go through the historical report administrator and devloper guide

nonosensei · ‎01-21-2008

yes, you are right.

Thanks for the answer.

Regards,