We need to be able to see the longest queued time displayed next to the number of calls queued for each skill group on the agtskg20:ICM Agent Skill Group Real Time report.
I have tried using Skill_Group_Real_Time.LongestCallQ, Skill_Group_Real_Time.RouterLongestCallInQ, and Service_Real_Time.LongestCallQ and all of
these return "NULL." The only thing I have found that returns a value when we have a call in queue is Call_Type_Real_Time.RouterLongestCallQ, but that does not help me in the Skill_Group report.
How would I add the time of the longest call in queue to that report?
We are using InfoMaker 10 and have IPCC Enterprise - ICM 7.5.1.