Longest call waited (per day/month)

Version 1
    This document was generated from CDN thread

    Created by: Senthil Kumar Natarajan on 16-04-2012 11:49:23 AM
    Here is what i need to produce on my custom report
    1. SL
    2. Calls Offered
    3. ASA
    4. % Aband
    5. Longest wait time in Q
     
    For a particular day, i need list the longest call waited in the queue. What's the query or what table this value is stored?
     
    -Senthil

    Subject: RE: Longest call waited (per day/month)
    Replied by: Luis Yrigoyen on 30-04-2012 10:09:14 AM
    Senthil,
    these data seems to be in the Skill_Group_Interval table.

    Subject: RE: Longest call waited (per day/month)
    Replied by: Senthil Kumar Natarajan on 30-04-2012 10:19:08 AM
    Senthil,
    these data seems to be in the Skill_Group_Interval table.

     
    Yep, got this from the stock summary report. However i am still unable to find the longest call waited in Q (for that Day).

    Subject: RE: Longest call waited (per day/month)
    Replied by: Luis Yrigoyen on 30-04-2012 10:36:34 AM
    in that table there's the RouterMaxCallWaitTime column.

    From the schema doc:
    RouterMaxCallWaitTime: The longest a call had to wait before being answered, abandoned, orotherwise ended.
    This includes time in the network queue, local queue,and ringing at the agent if applicable.

    Subject: RE: Longest call waited (per day/month)
    Replied by: Senthil Kumar Natarajan on 01-05-2012 08:24:54 AM
    So this column maintains the longest call waited, for every 30 min?

    Thanks for quick response. Appreciate this.

    -Senthil