I have been asked for reports that show Longest wait time in queue
The amount of time the queue is full
I am not much of a programmer and know that I can use something like a global or peripheral variable to get this done, is there an easier way to get data like this? We don't have anyone that can customize reports so I am stuck with having to figure a way to do it with programming.
With IPCC, the call type set just before the queue to skill group node (or nodes, because there could be complexities with overflow skills and queue to multiple skills) is the key metric to measure the customer experience - how long they wait before being answered. It is not easy to get an exact answer to the question, but you can get a "histogram" on the answer time of the call type by setting up the 10 Bucket Intervals to suit your purposes.
The Reporting Guide then says:
WebView Reports for Answered/Abandoned Within Separate Intervals
WebView provides two call type interval reports that measure answered and abandoned calls for interval increments:
caltyp31: Call Type Abandon/Answer Distribution by Half Hour (IPCC only) Report
caltyp32: Call Type Abandon/Answer Before Interval Report
These reports show calls that abandoned and were answered within the increments that you set: for example, 0-5 seconds, 5-10 seconds, and so on.
WebView Reports for Answered/Abandoned Accumulated in Intervals
WebView also provides two call type interval reports that provide cumulative data based on the intervals you configured:
caltyp33: Call Type Abandon/Answer During Interval by Half Hour Report
caltyp34: Call Type Abandon/Answer Before Interval by Half Hour Report
These reports show cumulative data for calls that were abandoned and calls that were answered for the increments that you set: for example, less than 5 seconds (<00:05), less than 10 seconds (<00:10), less than 15 seconds (<00:15), and so on.
If you were to query the Termination_Call_Detail table you could find out the exact time the longest call had to wait for that call type, but that's a different kettle of fish.