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Old 05-09-2016, 12:11 PM
haddod haddod is offline
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Default Asa, att, aht

Average Speed of Answer / Average Talk Time / Average Hold Time
These three measurements have been around forever. I cannot find them in this IPOCC when reviewing everything offered in 9.1.6 IP Office Contact Center Statistics counters. I won't ask why Avaya did this but can I ask for guidance please? What counters would I use for each of the above please?
Thank you.
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Old 05-11-2016, 12:15 PM
kgerhold217 kgerhold217 is offline
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Default Hope this helps

Average Conversation time = avg talk time
Average Hold Time = avg hold time (in counters under Calls on hold and wrap up
Average Ring Time = Average Speed of Answer
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