question on "Application Delay Before Answer"

[scriptscience]

If this is an application report as opposed to a skillset report, why if the column "Answer Delay" says 6:02, why would the "Delay at Skillset" also be 6:03?? Wouldn't the "Answer Delay" be the sum of the "Delay at Skillset" plus the "Delay at Application" since we have a menu?? Thanks.

 

[Milesprower]

Please specify which reports and the time period involved (interval, daily, weekly, monthly). Keep in mind that comparing interval reports will rarely tie out. You should only compare interval reports to see that you are in the ballpark (as I suspect you are). The reason being that calls arrive randomly and some are in progress before and after the interval making a direct comparison impossible.

You would be better off comparing daily reports keeping in mind you can still have issues if calls enter the system before midnight one day and complete after midnight the next morning.

Often end users who are having trouble understanding (believing) the report data come up with these questions. To cover their own misunderstanding(s) , they seek to "prove" the reports false and thus are not worth understanding.

This is a perfect example of the phrase "tilting at windmills". In other words a complete waste of time.

 

[scriptscience]

1. Please specify which reports= Application Delay Before Answer
2. time period involved=interval

I have complete confidence in Symposium and am not trying to prove the reports false. I am simply trying to understand what the columns Answer Delay and Delay at Skillset mean given the report heading Application Delay Before Answer.

For all my intervals the values are the same for both columns; under what circumstances would they be different?
Why does the column heading say Delay at Skillset instead of Delay at Application? Thanks.

 

[Milesprower]

From the Historical Reporting and Data Dictionary:

Maximum Answer Delay is the field MaxCallsAnsDelay defined as The wait time experienced by the call that waited longest before being answered.

Maximum Delay at Skillset is the field MaxCallsAnsDelayAtSkillset defined as The wait time experienced by the call that waited longest in the skillset queue before being answered.

Depending on your script, a call may not be queued at the skillset until after some delay. For many scripts, though, the call will be queued to the skillset shortly after the script starts processing and the difference will be negligible.

The issue of looking at interval reports still comes into play though and can yield confusing results.

 

[captaingadget]

The application performance is a measure of the ability of the application to deliver a call to a skillset/agent. The skillset performance is a measure of a skillset to answer a call. Dont forget that an application can queue a call to more than one skillset at the same time in which case the skillset performance becomes interesting. Also a skillset can have calls delivered by more than one application. If you only have one application and one skillset with no IVR or anythingelse that will cause a delay in the application then the delays are going to be pretty much the same.