I'm hoping I can get some clarification on this.
So the counter AvgTConvWait description says - Determines the average waiting time of all calls to the topic under consideration, that are either answered or picked up by another agent. The considered time starts when the call enters the topic (time in the queue including time of the welcome announcement) and ends when an agent answers (ringing time at the agent is included).
And according to the documentation an if I select the Welcome Announcement check box on for a particular announcement script this is the result - Specifies that you can select the announcement script as a welcome announcement. If you select an announcement script as the welcome announcement, the system does not use this time to calculate the wait time in the reporting.
So, these 2 document references contradict each other, one says it includes the welcome announcement and one says it will not be using in reporting.
So, does the AvgTConvWait include the announcement script or not. My customer says it does and I tend to agree with them, even though I've marked these announcement scripts as Welcome Announcements.
I can't find an average wait time counter that says it doesn't include the announcement script and it this is the case, what good does it do to flag an announcement script as a Welcome Announcement.
Thank you!!
So the counter AvgTConvWait description says - Determines the average waiting time of all calls to the topic under consideration, that are either answered or picked up by another agent. The considered time starts when the call enters the topic (time in the queue including time of the welcome announcement) and ends when an agent answers (ringing time at the agent is included).
And according to the documentation an if I select the Welcome Announcement check box on for a particular announcement script this is the result - Specifies that you can select the announcement script as a welcome announcement. If you select an announcement script as the welcome announcement, the system does not use this time to calculate the wait time in the reporting.
So, these 2 document references contradict each other, one says it includes the welcome announcement and one says it will not be using in reporting.
So, does the AvgTConvWait include the announcement script or not. My customer says it does and I tend to agree with them, even though I've marked these announcement scripts as Welcome Announcements.
I can't find an average wait time counter that says it doesn't include the announcement script and it this is the case, what good does it do to flag an announcement script as a Welcome Announcement.
Thank you!!