Standard report for average queue time & average handled time

Version 1
    This document was generated from CDN thread

    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