Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Community Member

How to report QUEU TIME of caller in IPCC Enterprise

As I know, this parametr cann't be seen by WebView. Also when I use CRS Historical Reports Scheduler the column QUEU TIME is empty.

CRS is connected by Application service of IPCC.

3 REPLIES
Community Member

Re: How to report QUEU TIME of caller in IPCC Enterprise

No help?

Blue

Re: How to report QUEU TIME of caller in IPCC Enterprise

If you run the Webview Report, "Call Type Daily Report", there is a field named "Answer Wait Time".

adignan - CDW

*please rate helpful posts

Cisco Employee

Re: How to report QUEU TIME of caller in IPCC Enterprise

Hi,

it is unclear if you want to report, script for it or how to facture on the wait time.

If you want to script based on it you could do the following:

If a call is only being queued for 1 group, and all calls are the same priority, then you

could use the expected delay calculation.

The standard service-only ED calculation is:

((CallsQNow + 1) * AHTto5) / Max (Agents Talking, Ready)

A modified version to include only the skills would use SkillGroup.AgentsReady in the denominator.

You would have to know exactly which skill groups and/or services and/or call types to

extract these numbers.

This will only tell you the expected time when the call is first placed in queue. It won't help you get an updated number later.

Regards,

Riccardo

253
Views
0
Helpful
3
Replies
CreatePlease to create content