CCR 8 - Historic report to show Longest Wait Time

[jreingold]

Hi All.

I recently upgraded a system from CCC5 to CCR8.

In CCC, there was a historical report you could run for a Queue that would show the LONGEST WAIT TIME for the queue for the time period, in addition to the AVERAGE WAIT TIME.

In CCR, in the real-time Dashboard view, you can indeed see both Average Wait Time, and Longest Wait Time (not just for calls actively holding, but for the whole day) This will show in both statistics table and in scrolling ticker.

My problem is, I need to be able to run Historic reports that will show the Longest Wait Time for a queue for a given period. On the Call Summary Report, you get the Average Answer Time, but I cant see to get the Longest Wait Time... even looking in Custom Reports, I don't see the field available, or an obvious way to calculate it.

Anyone know how to do this?

Thank you!

 

[montyzummer]

Sorry mate check the Avaya KB CCR user and check the reports section the report if its there will show up and tell you how to run.

APSS (SME)
ACSS (SME)

 

[jreingold]

Thanks Monty, but I've done that before posting here.

I've read the online documentation, the in-app help, the custom report documentation, and I can't find a way to show that historical metric.

This is a critical metric clients demand to see, and it was there in CCC, so there must be a way...