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The button will Light up when there is a call in q. The q-calls button will start blinking if the Calls Warning threshold is met (page 1 on the hunt group) Th q-time button will start blinking if the Time Warning threshold is met (also page 1 on the hunt group)

have a look at agent trace

Do not know exactly what you are trying to achieve, would need the whole vector. Remenber a call can be put in 3 queues at max. Also when you do a route to, the call is dequeued froem queue's it is already put in to

You are definitly in the designer part of reports if you want to ignore calls abandoned within 15 seconds. Done this a few times for customers, you need a custom calculation, and then a designer report. With CMS R17 I think you cannot see the desigenr reports in de web interface. But if you hav...

For the flow out question: % within Service Level is a calculation in CMS, the calculation is: Name:PERCENT_SERV_LVL_SPL (Can be found in the dictionary) Actual Calculation:100 * (ACCEPTABLE /CALLSOFFERED) The calculation uses these 2 database items (which also can be found in the Dictionay)...

For the Max delay question: All call details concerned with an ACD call are written to the database of CMS when the After Call Work of the answering agent ends. So when an agent answers a ACD call at 1:24, talks for 5 minutes and is in after call work for 2 minutes all call related data is...

hav eyou set up SSh isnsteadmof Telnet

WHY? that is what ACD is about, use the buttons propperly

Have you tried sum(NOASNREDIR) in both queries, so in data an d in totals

You do mena HSPLIT table, and yes ACDCALLS1-10 is there