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G'day, Thanx to all who have replied. Indeed I created an automated extraction engine to obtain the "Call_to_Call" reports on a nightly basis From that I get an excellent picture of "average" call duration" etc.. And from that I am able to use an Erlang C EXCEL calculator to determine number...

***UPDATE *** I noticed I can use the "Call by Call" report ... It it however: - Laborious - Limited in how far back one can go to get historical info. Still looking for better solution-! PS: Anyone using Erlang C calculation to determine number of agents required -?

Hi Utreg, I agree that logging is technically correct. But how does one get the "Average call duration" on a per hour basis-? From example above - I would like to obtain a statement as follows: "Calls that arrive between 9:00 - 10:00 have an average call duration of 16 minutes" The above...

Hi bajangsa, Thanx for the reply. I get an error message when I select "wizard" No matter because I have Crystal Report on my PC and the ODBC drivers to the Symposium Server.. so I can generate/modify reports as desire... Regardless.. even If I change the interval to one (1) hour I still...

G'day, I am trying to determine the "average call duration" from hour to hour. Example: What is the average call duration at 9:00 AM? What is the average call duration at 10:00 AM?.. etc Reason; Wish to determine if there is variance in average call depending on time of day. I'm running the...

Hi, I’m interested in finding system availability to take a call. Example: 5 agents logged on and 4 agents are on call – therefore system availability is 1 Reason for asking: I’m interested in knowing that if a customer calls that customer shall not wait long ( in theory) Is there a method...