When does timer (pegging) start for SCCS 5

[mdr02125]

Hello,

We currently have some custom reports that compute various delay and abandonment rate statistics off the dApplicationStat and other ApplicationStat tables.

We want the "timer" to start ticking after the caller chooses a menu option, so that if they spend 40 seconds in the menus and/or IVR but hang up after 10 seconds "in queue" it will show as abandoned at 10 seconds not at 50 seconds. Likewise for the answer delay--if the call was answered 10 seconds after the caller selects a menu option/is sent to queue(application) we want it to show an answer delay of 10 seconds not 50 seconds.

Otherwise one caller could spend 2 minutes wandering thru menus and the IVR while another caller could spend 15 seconds doing that and even if both calls wait just as long after selecting that last menu option they would show up differently.

Is the data in the ApplicationStat tables pegged this way? If not when does it start?
or is it pegged so the "timer" starts whent he caller first gets to the master scrip/menu? We can't figure this out from the documentation (data dictionary) so any input would be appreciated.

Thank you.
Mark

 

[carolien]

To start counting answer delay after the caller made his choice, we use one script (A) to welcome the caller and give the menu. When the caller makes his choice, we send him (via masterscript) to another script (B), where we assign the skillset and priority, then he is sent to the next script: the queue (C).

short: masterscript -> script A (welcome and menu) -> masterscript -> script B (assign skillset & priority) -> script C (queue)

We get our reporting from script B; this way we only count the answer delay from B and the queue.