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Old 09-06-2016, 07:56 AM
lynn19 lynn19 is offline
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Default How to accumulate time in call_rec

We're working on some custom querying and reporting, using only the call_rec database table.

We're trying to figure out how the various durations add up for a call, when there are more than 1 segment in the call. For instance, for a call with 2 segments:

It seems like for segment 1, the "duration" field is actually the sum of segment 1 and 2's duration fields.

On the other hand, if I add up all the components of segment 1 (disptime,talktime,ansholdtime,consulttime,acwtime ,queuetime,ringtime,origholdtime,netintime) MINUS all the same components of segment 2, I get the true duration of segment 1.

The numbers don't seem to add up when there's a value in acwtime though.

So the general question is: Is there a formula or technique to determine the actual duration of each call segment, where everything adds up to the total call time?

Thanks
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Old 09-07-2016, 01:58 AM
shaikht shaikht is offline
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Hi,

I don't think so. But still to get confirmation,you can ask your Account Manager to engage APS team to get more details if it is feasible.

I hope it helps.
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Old 09-07-2016, 06:40 AM
hpenni hpenni is offline
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Hi,

You get more than 1 segment if the disposition changes, for example this happens when a call get transferred or a call gets re-queued.
So the timers have to be 'reset' because it needs to measure the time for the new extension.
You have to understand what the dispositions mean and why a call has more than 1 segment, you can than work out the correct call length.
If the disposition is ANS (ACD Answered) the deposition time is the time it took for it to be answered. than you have talk time. If the call gets transferred the original call goes on hold ( hold time: while the agent dials the transfer extension, waits for it to be answered and talk to person and hits transfer)

As for ACW (after call work): this time is measured after a call has been completed by the agent, so can never be add to the call length. But is measured for the Agent stats.

There is a lot more to this but I find the help files in CMS supervisor explain all the database items well.

The best thing is to make test calls and run historic reports compare them against the call records to get an understanding of the calculation of times
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Old 10-08-2016, 09:23 AM
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stphnwd stphnwd is offline
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Have you reviewed this document? https://downloads.avaya.com/css/P8/documents/101015191
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