Wait times

[fishe86]

Hi anyone got a pointer where to start with this

I'd been asked for a report that shows wait times across multiple skills sets, I can easily get a longest wait for a day for a skills set. What is being asked is say a top 10 calls that waited the longest. So would need to show skill, time call was received and time it waited

For example

Call 1 skill 1 1150 27:20
Call 2 skill 4 0940 26:15
Call 3 skill 2 1530 22:21

Etc or a report that shows all calls received and how long they waited to be answered and I can manipulate the data in excel

[shaikht]

Hi,

You can try System Multi-ACD by Split/Skill report. It can have multiple ACD's as input, range for skills and can be pulled on daily.

Once report is generated, export the data and you can sort it on max delay.

I hope it helps.

[fishe86]

That's a great for a summary but I was looking for more granular detail as in each calls wait times

[shaikht]

Hi,

For each call, we have call record report where you can try to design and add max delay to it. IF it allows, report will give details on each call and there will be max delay for each call.

Also you can reach out to Avaya Professional Services if they have any third party applications for such requirements.

I hope it helps.

[fishe86]

Hi that's a great report

Can you answer when it shows disposition and ANS. Is the disposition time for this the time it was taken to be answered?

Also I've tried to add a split/skill to the inputs to limit the skills it looks at but it doesn't make a difference it's still returning all skills