Longest call waited (per day/month)

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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

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