Reporting in CC6 and thresholds

[johncharlton]

Hi all,

Simple question which I'm struggling to answer. If I run an application report and the threshold for calls answered within xxx is set to 20 secs, and then change the threshold to 30 sec, and rerun the report, does CC6 peg thresholds at the point at which they are exceeded on a call, or does it calculate it on the fly - so in theory I could change the threshold class and rerun a historic report to see the difference...?

Does that make sense!?

Rgds John

 

[captaingadget]

No, it doesn't work like that. The stats are calculated and stored in the database every 15 minutes using the threshold values that are set at that time. When you run a report it is compiled from the already calculated values so changeing the threshold values will have no effect. The new threshold value will kick in during the next 15 minute interval following the change.