Avaya CMS : Average Wait time before answer or abandon call

[qzat4]

Hello,

I would create a cms report (table: hvdn--> interval vdn ) and I need obtain the average waiting time of a call before it is answered or abandoned. How can obtain it?

sum(RINGTIME)/sum(INCALLS)

or

sum(ANSTIME)/sum(INCALLS)

or....?

Help me

Thank you

 

[Stinney]

CMS already reports this in the Historical | VDN | Report (Skill) Interval report. Shows Average Speed of Answer and Average Abandon Time.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[qzat4]

Thank you Stinney, but I need obtain average wait time no matter if they are answered or abandoned

 

[Stinney]

Right, ASA would be when they are answered, and Avergage Abandoned Time would be if they were not answered.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[qzat4]

I need an unique value for the average wait time.
Thank you

 

[Stinney]

So you want to average the asa and ave abandon time together.

I would think this would work:

(ANSTIME+ABNTIME)/(ACDCALLS+ABNCALLS)


- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"