Can Cisco Historical Reports Report Average Hold Time for Incoming Calls?

[ryoung195]

Is the a way that Cisco Historical can report on the Average Hold Time for Incoming Calls? User is trying to figure out if there is a hold time prior to the agent picking up the call.

I am running CRS Historical Reports Versions 5.0 (2.5).

[ttobaish]

Hi,

You can check the link belowCisco Unified Contact Center Express 5.0 Historical Reporting Administrator and Developer Guide:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/programming/hr_admin_devp/crs501hd.pdf

this document includes all the details regarding the reports and its cutomization.

Regards,

Trad

[ryoung195]

Thanks Trad

[ttobaish · Accepted solution]

Hi,

if this helped, please rate and mark it as answered so that everybody can get the benefit of that.

thanks,

Trad