UCCX Reporting

Unanswered Question
Jul 8th, 2010

Can anyone tell me how the CSQ Average Speed of Answer is calculated. when does the clock start?


Bruce Wilkinson

I have this problem too.
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Aaron Harrison Thu, 07/08/2010 - 02:46


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).



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