How can obtain the Average time wait?

[diembi]

Hello,
i need obtain the average time wait in a queue. Tsapi doesn't support that. How can obtain it??

Thanks

 

[cyberjamos]

Depending on your dev skills, you may be able to write something that will output the following to a text file that you can parse and collect the relevant data on?

list trace ewt medium xx - where xx is the split/skill number. This will show a realtime (as each call is queued) ASA, OCW plus a few other bits...is this appropriate?



Cheers,
NJ

PS: Please let me know if my advice has been of any use.

 

[cyberjamos]

You could also perform a "monitor traffic hunt-groups xx" command and pick out the OCW from the returned? The benefit of this one is that multiple splits/skills can be specified (or a range at least!)

Cheers,
NJ

PS: Please let me know if my advice has been of any use.

 

[nohuhu]

dmb,

talking about cti ways, you can monitor a skill, trace every call that comes to queue and get answered, calculate the time it takes a call to be answered and then calculate the average waiting time. pretty simple. the same picture for abandoned calls: trace 'em all and if a call gets abandoned sum it to the "avg abandon time" variable instead of "avg answered".

 

[diembi]

Hello,
thanks for your answers. Is CMS an option to obtain that information via ODBC, isn't?

Thanks

 

[Coineandude]

in cms average wait time is anstime/acdcalls

 

[nohuhu]

dmb,

yes if you have it. if you don't, it may be a bit of... ahem... expensive to purchase cms to calculate average wait time (what time, by the way? skill awt or vdn awt or what?). ) anyway, if you're running more or less serious call center, cms is a must.
however, if you already have cms, you need to check if you have odbc license. it became standard only last november, before that it was sold separately.

 

[diembi]

Ok,
then i use cms for that. I'm going write here the results.

Thank you

 

[cyberjamos]

Don't forget the ability to produce REALTIME stats from CMS is dependant on the version of cms and odbc. I've got CMS R9 and I can only produce historical data exports (i.e. interval, daily, weekly and monthly). The realtime function I think CM3 (CMS R13?) and above only!

Cheers,
NJ

PS: Please let me know if my advice has been of any use.

 

[cyberjamos]

...PS. should read "the ability to produce REALTIME stats from CMS ODBC is dependant on the version of CMS and ODBC"... just to clarify

Cheers,
NJ

PS: Please let me know if my advice has been of any use.

 

[diembi]

Hello,
with CM3 i can't obtain real-time information using ODBC. Only i can obtain historical data. I would like access to csplit table but i can't do it. Is possible do it? What do i need?

Thank you.

 

[diembi]

Hello,
Anybody does know what version of CMS and ODBC are need it to produce REALTIME stats? With ODBC 4.2 is not possible produce them.

Thank you

 

[BHodgins]

anyone?