Determine average call duration ( From INTERVAL report)

[bonvivant]

G'day,

I am trying to determine the "average call duration" from hour to hour. Example: What is the average call duration at 9:00 AM? What is the average call duration at 10:00 AM?.. etc
Reason; Wish to determine if there is variance in average call depending on time of day.


I'm running the INTERVAL Agent Performance report. (increments of 15 minutes)thinking I would be able to get the average there

BUT....

The report will 'clip' a call duration if call bleeds over into the next interval period.

Example: Call comes in at 9:14. Call ends at 9:31
The interval report will state the following

Time Calls Presented Duration
09:00 1 1 minute
09:15 0 15 minutes
09:30 0 1 minute

Simple EXCEL call average would say 5.666 minutes - Average of 1 and 15 and 1

This is simple example - but when you have many calls coming in there is no way of knowing the "average call duration" using the INTERVAL report

Is there a report which I could use/modify to obtain an average call duration on a per hour basis?

Cheers & Thanx

 

[bajangsa]

You do not state your program version, but if you use the WEB interface you will have access to the Report Creation Wizard.

Go to Historical Reporting - menu Reports in upper left corner. There you will find your Wizard.

One of the sample reports in the wizard summarizes the Intervals into hours. As I recall it is in fact AgentPerformance.rpt.

You can import the sample report, for documentation of the Wizard, look in document: NN44400-710 Contact Center Performance Management

 

[bonvivant]

Hi bajangsa,

Thanx for the reply.

I get an error message when I select "wizard"

No matter because I have Crystal Report on my PC and the ODBC drivers to the Symposium Server.. so I can generate/modify reports as desire...

Regardless.. even If I change the interval to one (1) hour I still have the same problem

Example:
Say a call starts at 9:59 and ends at 10:15

Time Calls Presented Duration
09:00 1 1 minute
10:00 0 15 minutes

My average for 9:00 to 10:00 is one minute-!
My average for 10:00 to 11:00 is 15 minutes.. with bonus gaff of zero calls....

Scratching my head.. still

 

[Utreg]

In you're example the 'Calls Presented' look fine: in the 09:00 hour period a call was presented. Since a call does "not present 2 times" you will not see it in the 10:00 hour period. The call duration is there since it was in the 10:00 hour perion.
This is indeed the way calls are logged in the database, also see 'Pegging examples' in the documentation.

So to resolve this you will need a Crystal Reports database expert since all is fine on the Nortel/Avaya side....

Try the forum Business Objects: Crystal Reports 1 Formulas, for example see: thread767-1617305
That forum helped me solve several reporting issues....

 

[bonvivant]

Hi Utreg,

I agree that logging is technically correct.

But how does one get the "Average call duration" on a per hour basis-?

From example above - I would like to obtain a statement as follows:
"Calls that arrive between 9:00 - 10:00 have an average call duration of 16 minutes"

The above example is easy - but things get muddled when there is more than one call in the hour.

Example 2:

Say call #1 starts at 9:59 and ends at 10:15
Say call #2 starts at 10:01 and ends at 10:03

Standard Agent performance report would say:
Time Calls Presented Duration
09:00 1 1 minute
10:00 1 17 minutes

If I just divide:
Average call arriving between 9:00 - 10:00 is 1 minute
Average calls arriving between 10:00 - 11:00 is 17 minutes

.. which is wrong

Correct answer is:
Average call arriving between 9:00 - 10:00 is 16 minutes
Average calls arriving between 10:00 - 11:00 is 2 minutes

Reason for doing this - I wish to implement an Erlang C analysis to determine number of agents I need on a per hour basis. Erlang C requires average call duration.



Thanx for the "Thread" lead.. will follow up.

 

[bonvivant]

***UPDATE ***

I noticed I can use the "Call by Call" report ...

It it however:
- Laborious
- Limited in how far back one can go to get historical info.

Still looking for better solution-!

PS: Anyone using Erlang C calculation to determine number of agents required -?

 

[bajangsa]

I often show people how they can go to erlang.com and use the C calculation.

 

[rmscho02]

The call-by-call report is the only way to get this information.

Nortel defaults to only storing a few days worth of stats to save database space, but you can ask the admin to change this setting.

You're best bet would be to automatically pull the call-by-call data every day into Excel/Access until you have enough data to do the analysis.

 

[Vaktolteny]

Since CCMS rel 7.0 there's Contact Detail reports which is working from a far better designed tables and very easy to report.

 

[bonvivant]

G'day,

Thanx to all who have replied.

Indeed I created an automated extraction engine to obtain the "Call_to_Call" reports on a nightly basis

From that I get an excellent picture of "average" call duration" etc..

And from that I am able to use an Erlang C EXCEL calculator to determine number of agent required.