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Avaya CMS : Average Wait time before answer or abandon call

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qzat4

Technical User
Nov 8, 2012
21
IT
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
 

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"

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

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"

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

 
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