CUIC report for average talk time

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Created by: Arun Kumar on 04-09-2012 09:27:30 AM
Is there any standard report I can use to calculate average talk time based on call type ?

Subject: RE: CUIC report for average talk time
Replied by: Nathan Luk on 06-09-2012 06:38:51 AM
Hi Arun,

I don't think there's a standard one out of the box but if you take a Call Type Historical All Fields report and create a formula field based on the following columns:

Talk Time Half / Tasks Handled

Or the actual database fields used are:

Call_Type_Half_Hour.TalkTimeHalf / Call_Type_Half_Hour.CallsHandledHalf

That should give you the average talk time for the call type.

Cheers,
Nathan

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