Hi All,
Not sure if this is the right forum but I need assistance with which field to reference for a client that requires information on a custom SQL ACCS report.
We have created a custom report that covers Wait Time, Handling Time, Presenting Time and Hold Time. We are able to see how long a call is sitting at an agent once it has been presented to them however I need to now add a field to reference how long the call has been sitting in the queue on the system prior to it being assigned to an agent. Do you by any chance know what field i need to reference in SQL to get this to show up in the report?
Current Report RDL output with regards fields referenced:
<CommandText>SELECT ApplicationName, SkillsetName, ApplicationStartStamp, Originator, AgentGivenName + ' ' + AgentSurName AS Agent, HandlingTime, HoldTime, WaitTime, PresentingTime
FROM BIDVEST_LINKED_ODBC..dbo.eCSRStat AS eCSRStat_1
WHERE (ApplicationStartStamp BETWEEN @StartDate AND @EndDate)</CommandText>
Any assistance would be greatly appreciated.
Not sure if this is the right forum but I need assistance with which field to reference for a client that requires information on a custom SQL ACCS report.
We have created a custom report that covers Wait Time, Handling Time, Presenting Time and Hold Time. We are able to see how long a call is sitting at an agent once it has been presented to them however I need to now add a field to reference how long the call has been sitting in the queue on the system prior to it being assigned to an agent. Do you by any chance know what field i need to reference in SQL to get this to show up in the report?
Current Report RDL output with regards fields referenced:
<CommandText>SELECT ApplicationName, SkillsetName, ApplicationStartStamp, Originator, AgentGivenName + ' ' + AgentSurName AS Agent, HandlingTime, HoldTime, WaitTime, PresentingTime
FROM BIDVEST_LINKED_ODBC..dbo.eCSRStat AS eCSRStat_1
WHERE (ApplicationStartStamp BETWEEN @StartDate AND @EndDate)</CommandText>
Any assistance would be greatly appreciated.