Time on Hold

[gdcwillo]

Does anyone know whether the times recorded as "on hold" are included in the on skillset call durations?

i think it probably does but just wanted to make sure

willo

 

[ErwinStevanus]

willo,

this statistic will be available only on SCCS 5.0

This is taken from NTP (What's New in Rel 5.0 page 21)

In Symposium Call Center Server Release 5.0, several new fields have been added to the database and are available for custom reports. (To avoid compatibility issues with previous versions, the existing Symposium Call Center Server reports remain unchanged for this release.)

The following table lists the new fields:
- Wait Time : Records the total time an agent spends in the idle state after releasing a call for a particular
skillset/application.
- Hold Time : Records the total time an agent spends on hold during calls for a particular skillset/application.
- Consult Time : Records the total time an agent spends on consult during calls for a particular skillset/ application.
- Calls Transferred : Records the number of Symposium Call Center Server calls, ACD calls, and NACD calls
transferred by an agent for a particular skillset/ application.
Note: Data pegging for Calls Transferred is not implemented for this release
- DN Out External Talk Time : Records the total time an agent spends on outgoing DN external calls, including hold time, for a particular skillset/application.
- DN Out Internal Talk Time : Records the total time an agent spends on outgoing DN internal calls, including hold time, for a particular skillset/application.
- Number Times Not Ready : Records the total number of times that an agent enters the Not Ready state.

 

[gdcwillo]

We have interrogated (via excel) the iccm_preview table iagentperformancestat on SCCS 4.2 and there is a field called "Hold Time".

All the fields you have listed below except number of times not ready, are available in the above mentioned table

I know that you cant get hold time in the standard reports on 4.2 but just wanted to clarify whether this was a true figure

Willo

 

[ErwinStevanus]

willo,

Sorry for the confusion. Yes, SCCS 4.2 has already had 'Hold Time' field. However, you can only find the 'Hold Time' in the AgentPerformanceStat table.

Below is the definition of the hold time :

AgentPerformanceStat
Hold Time - The total time the agent had Symposium Call Center Server calls on hold while answering calls. This statistic also includes agent walkaway time and the time that elapses while an agent is parking a call.


In SCCS 5.0 however, you can find the 'Hold Time' in 3 tables : AgentByApplicationStat, AgentbySkillsetStat, and AgentPerformanceStat

Below is the definition of of the hold time :

AgentByApplicationStat
HoldTime — This field stores the total time an agent spends on hold during Symposium Call Center Server calls for this application.

AgentBySkillsetStat
HoldTime — This field stores the total time an agent spends on hold during Symposium Call Center Server calls for this skillset.

AgentPerformanceStat (Same as SCCS 4.2)