Standard report for average queue time & average handled time

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Created by: Arun Kumar on 02-07-2012 11:29:27 AM
Is there any report for average queue time and handled time based on call type and skill group.
Thanks

Subject: RE: Standard report for average queue time & average handled time
Replied by: Senthil Kumar Natarajan on 19-07-2012 10:53:32 AM
Caltype Skillgroup historical all fields report

Subject: RE: Standard report for average queue time & average handled time
Replied by: Arun Kumar on 31-08-2012 10:14:48 AM
Caltype Skillgroup historical all fields report

Thanks.
Which field on this report would represent the average queue time ?
 

Subject: RE: Standard report for average queue time & average handled time
Replied by: Edwin Andrews on 31-08-2012 01:23:50 PM
Hi Arun

In the "Call Type Skill Group Historical All Fields" report , I think ASA ( Avg. speed of Answer) column corresponds to Average queue time.

For the "Call Type Historical All Fields" report it would be the AWT (Avg. Wait time) I believe.

Edwin
NYSDTF CCSD

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