How to report QUEU TIME of caller in IPCC Enterprise

Unanswered Question
Jun 10th, 2008

As I know, this parametr cann't be seen by WebView. Also when I use CRS Historical Reports Scheduler the column QUEU TIME is empty.

CRS is connected by Application service of IPCC.

I have this problem too.
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adignan Wed, 06/11/2008 - 03:36

If you run the Webview Report, "Call Type Daily Report", there is a field named "Answer Wait Time".

adignan - CDW

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rbua Wed, 06/11/2008 - 03:43


it is unclear if you want to report, script for it or how to facture on the wait time.

If you want to script based on it you could do the following:

If a call is only being queued for 1 group, and all calls are the same priority, then you

could use the expected delay calculation.

The standard service-only ED calculation is:

((CallsQNow + 1) * AHTto5) / Max (Agents Talking, Ready)

A modified version to include only the skills would use SkillGroup.AgentsReady in the denominator.

You would have to know exactly which skill groups and/or services and/or call types to

extract these numbers.

This will only tell you the expected time when the call is first placed in queue. It won't help you get an updated number later.




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