Average Seconds Answer

[jelding]

We are currently being told by our vendor that we must have the following code in our master script in front of all CDNs

if transferred
give ringback
wait (6)

Apparently this is to allow blind transfers time to complete a transfer. Our current configuration is(IVR->Symposium) , i.e. all calls coming from the IVR will be forced to use the wait(6) code. This will add time on to the ASA and cause some service levels to degrade. How have others dealt with this from a reporting point of view?

Thanks

 

[sandyml]

You would be putting this command in the master script before the call is queued or even handed off to an application (primary script). Average speed of answer is from the time the call is queued, so you should be fine.

 

[jelding]

The average seconds to answer is pegged from the master script not from the time a call is queued. At least that is my understanding.

 

[sandyml]

Yeah, maybe I am answering a different question than what you are referring to. I was thinking of the Answer Delay field in a skillset report.

Answer Delay comes from the CallsAnsweredDelay view field: The wait time experienced by all local and incoming network Symposium Call Center Server calls answered for this skillset.)

Triggers: Delays begin when the call is queued at the skillset and end when it is answered. If a call is requeued to the same skillset, the delay begins when the
call is first queued.

You may want to increase the seconds in the threshold class for your % Service Level.