Longest Call in Queue

Version 1
    This document was generated from CDN thread

    Created by: Joy Rudloff on 27-10-2009 02:25:29 PM
    I am trying to create a Real Time dashboard gauge that will show how long the longest call in queue has been in queue.  If there's one call in queue it will show how long that call as been in queue, and if there's more than one, it shows how long the longest call in queue has been there.
     
    I cannot figure out how to make this work.  Which is the right IPCC template report to use?  Agent Skill Group or Skill Group?  Each of these have different fields and the definitions are so vague I can't tell what they mean.  One is RouterLongestCallQueue in IPCC Template Agent Skill Group and the other is LongestCallQueue in IPCC Template Skill Group.
     
    How will this gauge work when you have a 30 second refresh rate on the gauges? 

    Subject: RE: Longest Call in Queue
    Replied by: Carmen Logue on 03-12-2009 12:18:28 PM
    I am trying to create a Real Time dashboard gauge that will show how long the longest call in queue has been in queue.  If there's one call in queue it will show how long that call as been in queue, and if there's more than one, it shows how long the longest call in queue has been there.
     
    I cannot figure out how to make this work.  Which is the right IPCC template report to use?  Agent Skill Group or Skill Group?  Each of these have different fields and the definitions are so vague I can't tell what they mean.  One is RouterLongestCallQueue in IPCC Template Agent Skill Group and the other is LongestCallQueue in IPCC Template Skill Group.
     
    How will this gauge work when you have a 30 second refresh rate on the gauges? 


    Joy and I discussed this and determined that the best field for her to use was from the Skill group report since the other charts on her dashboard are also from that report.  In general, it is best to look at the context of where the gauge or chart will be used to determine which report to use.
     
    We also discussed the fact that gauges look for integer fields and longest queue time is a time, this would not work so decided the easiest thing to implement is a one column report in her dashboard.