CMS talktime reporting 1

[FSI]

Does any of you have a good overview of what the CMS is reporting on talktimes ?
Sales is bugging me as they don't have an overview of what is reported to who.

Like, when sales use the Avaya-phone conference facility to whom is the time logged to ?
I've been told it is logged to the last person disconnecting but now sales have tested and say it is not so.
regards, Frank

 

[RTMCKEE]

I guess it would depend on how they called eachother. And im not totally sure I understand your question.

according to the CMS calculations manual:

TALKTIME
The TALKTIME item is included in the following database tables:
Call record tables
The total talk time for the answering agent in this segment.

If a customer calls in and get a salesperson, then the original salesperson conferences a second sales person on? The talk time would be counted on both agents would it not? Both agents are on the phone.

However, if the original agent call the desk phone ext and not the agent id of the second person, I could see where it might not count as talktime for the second agent.

RTMCKEE

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[RGarcia87]

For ACD calls 'avg talk time' is only straight talk time with no hold time included. If an agent conferences in another agent by dialing their id, talk time is included on the conferenced agent only if 'direct agent calling' is turned on. Otherwise, the talk time falls under 'ext in time'.

 

[CMick]

On the topic of talk time, for some reason I seem to be struggling with writing a custom report to capture Actual Handle Time. The query I've written results in syntax errors: I_ACDTIME + I_DA_ACDTIME, <TOTAL_I_ACDTIME>+HOLDTIME+I_ACWTIME + I_DA_ACWTIME, <TOTAL_I_ACWTIME>

Would anyone be able to provide a working query to include ACD Time, Hold time, ACW and Total calls? I've been working on this for a while and would appreciate any help.

Thank you.

 

[RGarcia87]

CMick, what table are you using?

 

[CMick]

I've tried dsplit and msplit. Each results in a syntax error during the SQL WHERE criteria process.

 

[RGarcia87]

Since we do not use DA this is the formula I use with DSplit table:

(dsplit.acdtime + dsplit.holdtime + dsplit.acwtime) / dsplit.acdcalls

 

[CMick]

RGarcia,

Thanks for the calc which certainly seems simpler than mine with no errors. The only problem I have now is seeing the column appear in my report. I inserted a new table and added _sum for my summary data but still no Handle Time data?

Would you mind helping me a bit more with this?

Thanks again.

 

[RGarcia87]

This is what I use for the summary:

(sum(dsplit.acdtime) + sum(dsplit.holdtime) + sum(dsplit.acwtime)) / sum(dsplit.acdcalls)

 

[CMick]

RGarcia,

Thanks again for all your help today. I was finally able to add the AHT metric to my report after pulling my hair out for hours.

Let me know if I can ever help you out.

 

[RGarcia87]

No problem.