CMS Report Field

[kerrybo]

I am creating a custom report for a client. I am having problems finding calculations that will work for a VDN daily interval that will calculate longest time to abandon and longest time to answer- ie. the MAX time a call waited until it abandoned and the max delay until answered. Any assistance would be great. I know that the MAXOCW calculates a generic max delay, but I need to get more granular.

 

[RGarcia87]

The Max Delay stat is a call that either abandoned or was answered. CMS doesn't tell you what happened to it. Now, you can get Average Speed of Answer or Average Abandon Time per interval.

 

[teledba]

I hate this limitation about CMS... how could they have missed this one? Two workarounds:

1. If you client is storing any detailed call data you can take the max and min disptime (from External Call History) by VDN and Day.

2. Otherwise you may be stuck querying to find the earliest and oldest call profile time range that has calls > 0.. FYI call profile time ranges are configured in CMS by an administrator by VDN or skill - my sample values below are strictly hypothetical.. The good news is that they are stored on the hvdn and hsplit tables.

ex.
hvdn table
VDN = 13213

ACDCALLS1 (0 - 5 secs) = 0
ACDCALLS2 (5 - 20 secs) = 0
ACDCALLS3 (20 - 30 secs) = 10<< shortest answered time range
ACDCALLS4 (30 - 45 secs) = 10
ACDCALLS5 (45 - 60 secs) = 10
ACDCALLS6 (60 - 90 secs) = 10<< oldest answered time range
ACDCALLS7 (90 - 120 secs) = 0
ACDCALLS8 (120 - 240 secs) = 0
ACDCALLS9 > 240 secs = 0


ABNCALLS1 (0 - 5 secs) = 0
ABNCALLS2 (5 - 20 secs) = 2<< shortest abandoned time range
ABNCALLS3 (20 - 30 secs) = 10
ABNCALLS4 (30 - 45 secs) = 10
ABNCALLS5 (45 - 60 secs) = 10
ABNCALLS6 (60 - 90 secs) = 10
ABNCALLS7 (90 - 120 secs) = 1<< oldest abandoned time range
ABNCALLS8 (120 - 240 secs) = 0
ABNCALLS9 > 240 secs = 0