Is time in master script pegged against primary app? 1

[DancingDave]

Fairly sure the answer is yes, but would appreciate confirmation.

Master script contains a WAIT 2. The lookup section executes the appropriate script.

The primary script (after date and time checks etc) queues to the skillset.

If my application service level threshold is set to 20 and the call takes 21 seconds to be answered (i.e. 2 seconds in master script and 19 in primary app), will this show as 21 in the app performance report (and therefore fail to meet the GOS)?

Cheers

DD

 

[joynew68]

Documentation says :

In the application statistics, the time delay until calls are abandoned or answered
is calculated from the time the call is handed off by the Master script to a
primary application. If menus and recorded announcements are given in the
master script and the call is handed off to another application, time required
navigating menus and listening to recorded announcements is not included.

Despite WAIT command is not a RAN I think WAIT 2 time in Master is not included in Application answer delay time.

Joy

 

[ErwinStevanus]

Is it SCCS 5.0 or CC 6.0 ?

Please be careful of the following changes in CC 6.0.

Application call answer delay and call abandoned delay pegging is more accurate: statistics are calculated from the time the call enters the primary application rather than from the Master script.

Therefore the answer is YES if it's SCCS 5.0 and NO if it's CC 6.0

 

[DancingDave]

Thanks for the replies.

Does anyone know typically how long I could expect to wait between leaving the master script and going through say six simple date/time/emergency checks in the primary?

Both app and skillset GOS threshold is set to 20 seconds. Some calls are meeting skillset threshold but not application.

Is it tenths, hundredths or thousands of a second? The server we have is quite busy, but not excessively so.

Would the call by call reports give me the accurate timings (delay before answer only show blocks of two seconds).

Cheers

DD

 

[Milesprower]

The only appreciable wait time that occurs in scripts is for the WAIT command to execute or an announcement to play. The commands execute so fast that no delay time is experienced.