Average hold time report for agents

[noidatech]

Hi

I have a ACD group running in Nortel Meridian 81/11C and we are using sysmposium tool to pull reports

i would like to know if there is a report which can give me average hold time for an agent/multiple agents on dialy basis.

i am not very familiar with nortel's reporting tool, appreciate if anyone can tell me the name of specific report which i can pull or ask my nortel switch administrator so that i can have average hold time data.

 

[Milesprower]

Hold Time data is collected by SCCS, but not displayed on any of the standard report templates. The simplest way to get this info is to take the existing agent performance report template and modify it using Crystal Reports. You can then re-import the template into the SCCS report interface or manually run the report from Crystal.