Hello,
I was wondering if anyone could assist me with understanding how Avaya tracks MAXOCWTIME at the interval split level (H_split)?
This stat is used to report “Max Delay” or the longest a call waited before being answered for a given skill and time period.
My question concerns which (30min) interval the maxocwtime of a call will appear if that call began in one interval but ended within another interval?
Does the maxocwtime of a given interval in the h_split table represent the maxocwtime of all calls STARTED in that interval, or all calls FINISHED in that interval?
For example:
· A call arrives in the queue at 1:35pm and holds for 10 minutes
· The call is then is answered at 1:45pm and lasts 30 minutes
· The call ends at 2:15pm
Assuming this is the only call, in the system, would the maxocwtime of 10 minutes be stored in the row for the 130pm interval or for the 2pm interval in the h_split table? The interval where the call began or where it ended?
Avaya Definition of MAX OCWTIME:
MAXOCWTIME
The MAXOCWTIME item is included in the following database tables:
Split/skill tables
The maximum length of time that a call, recorded during the collection interval, waited in queue
and ringing before an agent answered in this split/skill, the caller abandoned, or the call was
redirected, received a busy signal, or was disconnected.
This is a maximum value item.
VDN tables
The maximum time that a call, recorded during the collection interval, waited in the VDN before
being answered (ACD calls) or connected (non-ACD calls), abandoning, being redirected,
receiving a busy signal or being disconnected. This applies only to the first disposition of the
call. This is a maximum value item.
Any input would be appreciated! Thanks,
I was wondering if anyone could assist me with understanding how Avaya tracks MAXOCWTIME at the interval split level (H_split)?
This stat is used to report “Max Delay” or the longest a call waited before being answered for a given skill and time period.
My question concerns which (30min) interval the maxocwtime of a call will appear if that call began in one interval but ended within another interval?
Does the maxocwtime of a given interval in the h_split table represent the maxocwtime of all calls STARTED in that interval, or all calls FINISHED in that interval?
For example:
· A call arrives in the queue at 1:35pm and holds for 10 minutes
· The call is then is answered at 1:45pm and lasts 30 minutes
· The call ends at 2:15pm
Assuming this is the only call, in the system, would the maxocwtime of 10 minutes be stored in the row for the 130pm interval or for the 2pm interval in the h_split table? The interval where the call began or where it ended?
Avaya Definition of MAX OCWTIME:
MAXOCWTIME
The MAXOCWTIME item is included in the following database tables:
Split/skill tables
The maximum length of time that a call, recorded during the collection interval, waited in queue
and ringing before an agent answered in this split/skill, the caller abandoned, or the call was
redirected, received a busy signal, or was disconnected.
This is a maximum value item.
VDN tables
The maximum time that a call, recorded during the collection interval, waited in the VDN before
being answered (ACD calls) or connected (non-ACD calls), abandoning, being redirected,
receiving a busy signal or being disconnected. This applies only to the first disposition of the
call. This is a maximum value item.
Any input would be appreciated! Thanks,
.
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