Hysterical Reporting Question

[mte0910]

I’ve been asked what seems like a simple question, yet I don’t know the answer.
In an Application Delay Before Answer report, there are two fields, Answer Delay and Delay at Skillset.

The Historical Data Dictionary describes the Answer Delay as CallsAnsweredDelay.
It also describes the Delay at Skillset as CallsAnsweredDelayAtSkillset.

So what is the Delay at Skillset part mean?

 

[captaingadget]

The delay at skillset is the time it takes for an agent to answer the call once it has been QUEUED to the skillset. The application delay before answer is the TOTAL delay for that call.

 

[mte0910]

Yeah, the webs melted about five minutes after posting. Thanks for answering.