Tek-Tips is the largest IT community on the Internet today!
Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!
-
Congratulations SkipVought on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
ANSTIME Question
- Thread starter caper1175
- Start date
From CMS Supervisor Help:
The ANSTIME item appears in the following database tables:
Split/skill tables: Time spent by callers in queue or ringing before being answered by an agent. This is a cumulative item.
Vector tables: The time that split/skill and direct agent ACD calls waited while executing steps in this vector, queuing, and ringing before being answered by an agent. ANSTIME includes RINGTIME. This is a cumulative item.
VDN tables: The time split/skill and direct agent ACD calls spent waiting to be answered in vector processing, in queue, and while ringing. ANSTIME includes RINGTIME. This is a cumulative item.
Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison
The ANSTIME item appears in the following database tables:
Split/skill tables: Time spent by callers in queue or ringing before being answered by an agent. This is a cumulative item.
Vector tables: The time that split/skill and direct agent ACD calls waited while executing steps in this vector, queuing, and ringing before being answered by an agent. ANSTIME includes RINGTIME. This is a cumulative item.
VDN tables: The time split/skill and direct agent ACD calls spent waiting to be answered in vector processing, in queue, and while ringing. ANSTIME includes RINGTIME. This is a cumulative item.
Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison
- Status
