UCCX 9.0 with CUIC 9.0 AHT, ASA and AvgHoldTime need to display percentage

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Created by: Rajapandi M on 14-11-2013 10:21:09 AM
Hi Expert,

Can anyone please advise. We are using UCCX 9.0 with CUIC 9.0 reporting. We have done service level daily bucket interval reports. In this report, one of the columns Avg Handle Time (AHT), ASA and Avg Hold Time display now HH:MM:SS value.

Using the formula for ,
AHT (Average Handle Time) = Sum of Talk Time / Total number of Calls.
ASA( Average Speed of Answer) =  Sum of Q Time / Total number of Calls.
Avg Hold Time  = Sum of Hold Time / Total number of Calls.

But to the customer request, this column should show the percent value. Please suggest me what type of formula to use?

Please find the attached image file and check the red mark.

Thanks,
Raja

Subject: RE: UCCX 9.0 with CUIC 9.0 AHT, ASA and AvgHoldTime need to display percent
Replied by: Finnur Eiriksson on 15-11-2013 03:04:37 AM
Hi
You need to get information from customer what those times should be a percent of, interval length, fixed reference, random number? Since this is an interval report I think it would make most sense to show this as a percent of the interval length.

%AHT (Average Handle Time Percentage) = Sum of Talk Time / Total number of Calls / interval length (in seconds) * 100

Finnur

Subject: RE: UCCX 9.0 with CUIC 9.0 AHT, ASA and AvgHoldTime need to display percent
Replied by: Rajapandi M on 17-11-2013 09:50:39 PM
Finnur Eiriksson:
Hi
You need to get information from customer what those times should be a percent of, interval length, fixed reference, random number? Since this is an interval report I think it would make most sense to show this as a percent of the interval length.

%AHT (Average Handle Time Percentage) = Sum of Talk Time / Total number of Calls / interval length (in seconds) * 100

Finnur
Thank you so much Finnur, I will check and revert back.

Regards,
Raja

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