Avaya Support Forums  

Go Back   Avaya Support Forums > Contact Center Applications

Thread Tools Search this Thread Display Modes
Prev Previous Post   Next Post Next
Old 10-31-2013, 08:07 AM
chrde chrde is offline
Hot Shot
Join Date: Sep 2012
Posts: 19
chrde has 10 reputation points
Default AACC - Historical Reporting Skillset

Can someone tell me how the historical field "Answer delay" on skillset can be interpreted?

This is my scenario:
  1. I send in a new email
  2. In the realtime reporting (Skillset Report) I can see the mail waiting for 1 minute 45 seconds
  3. I log out all my agents so the skillset gets out of service
  4. The standard multimedia script will dequeue the email from the skillset after max 2 minutes
  5. Then I login my agent again
  6. In the realtime reporting (Skillset Report) I can now see the mail is waiting for 6 minutes
  7. After 15 seconds I make my agent available
  8. The Agent answers the email
When I check the historical reporting (Skillset Performance) the "answer delay" for this particular skillset is 15 seconds.

So it seems the answer delay is reset every time the skillset gets out of service. How am I supposed to calculate the service level then?
Reply With Quote

aacc, answer delay, historical reporting

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

All times are GMT -7. The time now is 03:09 PM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.