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New Member

Time To Abandand cuic

Hi,

 

Can any body tell me the query (CUIC) for getting the field Average Time to Abandoned from TCD table.

4 REPLIES

You don't need to query the

You don't need to query the TCD for this, that information is already available in the Call_Type_Interval table. If you look at the built-in report "Call Type Abandon-Answer Distribution Historical", you should see an "Avg Aban Delay" column, which is computed as:

avg_aban_delay = case when sum(isnull(Call_Type_Interval.TotalCallsAband,0)) = 0 then 0
else (sum(isnull(Call_Type_Interval.CallDelayAbandTime,0)) * 1.0) / sum(isnull(Call_Type_Interval.TotalCallsAband,0)) end

 

-Jameson

-Jameson
New Member

Thanks James

Thanks James, Currently we have Skill group level data and We want to add call type related data with Skill group level.

The below tables are getting used in query

SkillGroupInterval,

 

Can you please let us know how to achieve this.

 

In Skill_Group_Interval, try

In Skill_Group_Interval, try the field RouterDelayQAbandTime. Together with the total calls abandoned as in my formula above, this should give you what you're looking for.

The RouterDelayQAbandTime field is only populated on UCCE 9.0 and above, so if you're on an earlier version you're out of luck.

-Jameson

-Jameson

Hi,can you please tell us why

Hi,

can you please tell us why you need this from the TCD? Is this a report using the TCD view?

G.

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