SCCS 5.0 Question- calls over 15 minutes

[picklemogg]

Hey all- Question regarding SCCS 5.o reporting which I believe I know the answer to but wanted to check for ideas. A user wants the ability to see how many calls were answered by a particular skillset that lasted (talktime) over 15 minutes. I know u can see total talk times and avg but I am not aware of a database table containing this info. Call by call contains some info, but don't really want to go there. Any ideas would be greatly appreciated. Thanks.

Moggs

 

[monkeybarfan]

iAgentBySkillsetStat?

I haven't had a good look at the fields but I'm sure that'll do it...

 

[captaingadget]

THis info is not readily available. It is certainly contained in agent by skillset, but it is not easy to work out. At best you could get a rough idea by running the the interval report which breaks down into 15 min intervals. The best way is to write a customised Crystal report, (or get someone to do it). Call by Call stats are a nightmare to work with.