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UCCX Reporting

bruce.wilkinson
Level 1
Level 1

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

Thanks

Bruce Wilkinson

3 Replies 3

Aaron Harrison
VIP Alumni
VIP Alumni

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 Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

Thanks Aaron

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

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
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