CMS Hold time question

[abacks]

Sorry to bother you all, but a user group member has asked me the following. I am confused, especially since I disagree with his first premise about held calls, which I believe are counted OTHER and not AUX

any comments? can a custom or designer report help him?

THE QUESTION:
Currently, any time an agent places a customer on hold while on a call, this time is registered against an aux as opposed to the call. We are looking to have hold time not counted as aux time, but rather as ACD time, as it is part of the call.

If there isn’t an easy way to get this changed on the backend, a reporting solution would be a secondary option. Our current problem with the reporting of hold time is that it only averages against calls that held and not against all calls (we need an average across all calls per agent and per team), and it also appears to average based on the event as opposed to being based on the total call sum, meaning that a call that had two holds, one of 5 minutes and one of 3 minutes, averages as 4 minutes as opposed to the sum for the call of 8 minutes. I haven’t verified that this is the case, but perhaps you could clarify this as well.


Andy Backs
Voice and Data Networks

 

[SF0751]

You need a custom report with a custom calculation.
The calculation to use is (ACDTIME+HOLDTIME)/ACDCALLS.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison