Hello Experts,
We are trying to understand two concepts on our reports
CMS SUpervisor web R17
1: Max delay : Based on our report times 5:30 to 6:00Am /1:30 to 2:00pm
the max delay is 42 seconds but our average speed answer for the two calls were 24.5 and 22.5
how come the max delay is 42 seconds if the average speed answer was 24 and 22 for the two calls.
according to the docs
Max Delay: The maximum time that a caller waited in queue and ringing before:
- Being answered
- Abandoning
- Being redirected
- Receiving a busy signal
- Being disconnected.
what else is adding here?
2:flow out: 4:00- 4:30 am - 11:00 -11:30 pm
how is this flow out affecting our % within service metric
the avg speed answer for the two calls were 34 and 32seconds meaning that we are withing out metric of 80 - 40
any idea here?
Really appreciate any assistance here
We are trying to understand two concepts on our reports
CMS SUpervisor web R17
1: Max delay : Based on our report times 5:30 to 6:00Am /1:30 to 2:00pm
the max delay is 42 seconds but our average speed answer for the two calls were 24.5 and 22.5
how come the max delay is 42 seconds if the average speed answer was 24 and 22 for the two calls.
according to the docs
Max Delay: The maximum time that a caller waited in queue and ringing before:
- Being answered
- Abandoning
- Being redirected
- Receiving a busy signal
- Being disconnected.
what else is adding here?
2:flow out: 4:00- 4:30 am - 11:00 -11:30 pm
how is this flow out affecting our % within service metric
the avg speed answer for the two calls were 34 and 32seconds meaning that we are withing out metric of 80 - 40
any idea here?
Really appreciate any assistance here