Hi Team,
I am looking for the exact SQL formula to calculate the Average Speed of Answer (ASA) for an agent.
The "Reporting Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted 8.5(3) - March 2012" mention the following on page 87
The ASA is calculated for the agent at the PG level. The internal queuing time is sent to the PG by Unified ICM when an agent becomes available for the call. The PG adds up the internal queue time, ring time and network time and adds that into AnswerWaitTime in the agent skill group table. AnswerWaitTime is then divided by the CallsAnswered for the agent.
If anyone knows the formula and share it with me I would appreciate
Thanks & Regards
Nick
