Average Answer Delay 1

[Thant]

Greetings,
Im creating a report card for a small call center and they are looking for the Average Answer Delay. I know this is in the standard reports, but im connecting to the database directly from Crystal Reports.This will allow me to make a summarized report per quarter.
In looking at the database in the (mApplication.Stat)table there are multiple fields called AnsDelay and most of them have a number after them. Im assuming these are broken down into intervals much like the standard reports? Is there a field that contains a summary? If not does anyone have a good idea of how to create one? Im assuming it would be some form of combination of the fields. Thanks to other members of this board I have found out how to take this number field and convert it into a HH:mm:ss format so whatever solution would need to be able to be converted into this format.

Any ideas would be greatly appreciated
Thanks


Anything worth doing is worth messing up at least 5 times before you get it right!

 

[bajangsa]

I think you are looking at are these (it does not matter that it says Symposium Express, the database table are the same):

AnsDelay2, AnsDelay4, AnsDelay6, ... AnsDelay60 AnsDelay70, AnsDelay80, AnsDelay90, ... AnsDelay300 AnsDelay360, AnsDelay420, AnsDelay480, AnsDelay540, AnsDelay600 AnsDelayBeyond
Description: An array of fields divided into incremental periods of time. Each field contains the number of Symposium Express Call Center calls that were answered after waiting for a period less than or equal to the number of seconds specified, and greater than the number specified in the next lower range.
Pegging: Symposium Express Call Center calls are pegged against the Master_Script or primary application, depending on the location of the call in the system.
Triggers: Delays begin when the Master_Script is initiated. Delays end when the call is answered.
Note: The delay time includes any time that the caller spends going through menus and listening to announcements before being queued to a skillset.


The above are not what you want - you want :

CallsAnsweredDelay Description: The wait time experienced by all Symposium Express Call Center
calls answered for this application.
Triggers: Delays begin when the Master_Script is initiated. Delays end when the call is answered.
Note: The delay time includes any time that the caller spends going through menus and listening to announcements before being queued to a skillset.
Type: int Length: 4
CallsAnsweredDelayAtSkillset Description: The total wait time experienced in the skillset queue by all
Symposium Express Call Center calls that were answered for this application.

As you can read in the above - the precise figure for Delay will be gotten in the Skillset Stats.

 

[Thant]

Bajangsa,
Thanks for the info! This tells me what I need and validates the data. I had added those fields after my last discussion with the client, and this supports my position and lets me finally be done with this report!!!!!

Thanks again
Thant

Anything worth doing is worth messing up at least 5 times before you get it right!