CMS R15

[Merrie]

I've been asked to set up a CMS report that shows ACD time or call length in increments, similar to the skill call profile report.

so it would be: number of calls with a call length between 2-5 minutes = X; number of calls with a call length of between 5-10 minutes = X and so on....

I think that its not possible and only the answer time can be shown in this way. Has anyone else been able to achieve this?

many thanks,

Merrie

 

[ewaaijenberg]

You have givin yourself the answer.
You can do this with the call profile report.
You can set this per skill or VDN.
This can be done through Call Center Administration. The maximum time you can set is 999 seconds and you can do this on VDN or skill base.

 

[Merrie]

Cheers, I thought that was the case!