Abandon Delay and Answer Delay data

[aperez54]

Hello

I am looking at grabbing data by application for AbandonDelay2, AbandonDelay4, etc., same with AnswerDelay2, AnswerDelay4 etc.

Based on the data dictionary, these are counts of calls abandoned or answered after waiting for a period less than or equal to the number of seconds specified adn greater than the number specified in the next lower range.

Question 1. The incremental seconds per field, are they preset to 2 seconds? Example AbdDelay2, AbdDelay4, AbdDelay6 -- or does an administrator have control on the number of seconds to set for each fields? Similar to setting your service level threshold. My guess is No, they are all pre-set and cannot be changed.

Question 2. If a call comes in, misses the service level threshold set at 20 seconds and doesn't get answered until 27 seconds, will I see this count (1) under AnsDelay at AnsDelay6 or AnsDelay8?

Thanks so much!

 

[aperez54]

Oops,

Question 3: Just to be sure, if a call abandons AFTER waiting 32 seconds from the time it hit the queue, will this count show up under AbdDelay12 or AbdDelay32, assuming my service level threshold is set at 20 seconds.

Thanks again!

 

[Milesprower]

1) The fields are preset. As the delay gets longer the preset fields get longer.

2) You will see the answer delay peg in the field that is active at 27 seconds (28 seconds).

3) It will peg at AbdDelay32.

 

[aperez54]

thanks so much!!