Reporting counter question

[vladcbv]

Hi all,

I am using IPOCC 9.1.8 and IPO cabinet 500v2 9.1.8.

Customer wants a report of the total number of minutes spent in queue by the callers..
What i can find in ipocc for calls in queue is only totNQueued [...], avgTQueued[etc] etc which they dont help since i need something like totTQueued..
Lower in the list under Unaswered calls -> Wait time of unanswered calls i can find totTAbanWaitLT (Count the total of waiting time of abandoned calls which accumulated up to the inquiry in the queue of the last topic (LT) and/or with the subscriber called. Calls from the queue as well as calls directly assigned to a free agent are counted.) My questions is about this LT and I don't know if this is what i need or not.
My taskflow looks like this: 0800 (topic) -> IVR Script -> if press1 route to Topic1 else if press2 route to Topic2 (so basic right..)..
Now when a call comes into the 0800 topic what is considered a LT?

 

[janni78]

try counters -> Conversation and Wrap Up -> Wait time until answer

totTConvWaitLT
Count the waiting time of all conversations, which accumulated up to the inquiry in the queue of the last topic (LT) and/or with the subscriber called. Calls from the queue as well as calls directly assigned to a free agent are counted.

"Trying is the first step to failure..." - Homer

 

[vladcbv]

Thank you !