CMS Custom report 2

[Zen216]

The call center managers asked if I can put a column on their daily/monthly reports that show a longest wait time? They have reports for avg time, and such but wanted to know how long the longest wait in queue was.

I can submit for our corp people to make the report, but that could take weeks to hear back. I was hoping it was a simple field to add to one report?

Thanks

cms R14,
avaya R16

Thanks

 

[BIS]

Check out Max Delay - I think in the dsplit table

 

[Stinney]

MAXOCWTIME

The MAXOCWTIME item is included in the following database tables:

Split/skill tables
The maximum length of time that a call, recorded during the collection interval, waited in queue
and ringing before an agent answered in this split/skill, the caller abandoned, or the call was
redirected, received a busy signal, or was disconnected.

Check out this document for what database items and caluclations are:

https://downloads.avaya.com/css/P8/documents/100069437

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[Zen216]

thank you very much. I will play with this a bit.