How we can obtain average Waiting Time within historical reporting of CCMA Rls 6.0 ?

[Optman]

Hi all

we are running CS1K and Nortel CC6, all work fine, now our customer ask for "Average Waiting Time" report how we can obtain it within Historical Reporting of CCMA, I have search on all default reports on CCM1 but I can't find that...!!

Please is there any way to abtain it by either manually (calculating ) or in the reports ?


Thanks & regards

 

[Splic3d]

I found this doc. It may help.

http://downloads.avaya.com/css/P8/documents/100103040

http://www.i3techgroup.com

Avaya/Nortel/NEC/Asterisk/Access Control/CCTV/DSX/Acti

 

[Optman]

many thanks Splic3d

 

[StanleySteamer]

You will see Average Answer Delay in the Application reports which I think is what you're looking for. There is also the Application Delay Before Answer report.
But that is the delay for answered calls. If you want to see the delay for abandoned calls I think you will have to look at the Application Delay Before Abandon report.

 

[Optman]

Thanks,

the "Average Answer Delay" does means the time an agent can wait to answer an incoming call ? right ?

Please correct me

 

[StanleySteamer]

No, Average Answer Delay is the time that a caller waits before getting an answer.
Agent "Waiting Time" is completely different. If that is what the customer is interested in then I don't think there is a report that shows that. Not even sure that there is a meaningful way to calculate it.

 

[StanleySteamer]

See the Historical Reporting and Data Dictionary for details of each report statistic.