Aaron Harrison Thu, 07/08/2010 - 02:46
User Badges:
  • Super Bronze, 10000 points or more
  • Community Spotlight Award,

    Member's Choice, May 2015

Hi


From the 'Historical Reports Admin and Dev Guide' :


 

 


Avg Speed Answer

This field includes only calls connected to agents.

Join CCD, CQD, and ACD on sessionID, sessionSeqNum, profileID, and nodeID. Find ACD records with ACD.talkTime greater than zero (so that RNAs are excluded).

To calculate total queue time, add the values stored in CQD.queueTime.

To obtain total ring time, add the values stored in ACD.ringTime.

To obtain the number of calls connected to agents, count the number of ACD records in the result set from the join.

Average speed to answer is calculated as:

(total queue time + total ring time) / number of calls connected to agents.

If number of calls connected to agents is zero for this application, this field is zero.

So it should be queue time (i.e. processing of the 'select' step) + ring time (on agents phone).


Regards


Aaron


Please rate helpful posts...

Aaron Harrison Wed, 07/14/2010 - 01:16
User Badges:
  • Super Bronze, 10000 points or more
  • Community Spotlight Award,

    Member's Choice, May 2015

Hi Bruce


Happy to help...


Please rate helpful posts and mark answered questions that you've got a satisfactory response from to help identify useful content in the forums...
https://supportforums.cisco.com/docs/DOC-6212


Aaron

Actions

This Discussion

Related Content