[cisco-voip] CCX - Average time in between calls

[Matthew Loraditch]

Thanks, you are validating how I thought we’d have to get there.

I think we are trying to get a better idea of staff utilization. Since we do IT support call lengths are highly variable. We can’t always expect X calls a day with an average time of Y minutes.

Thus we are digging deeper and looking at time spent in between calls. At least that’s my understanding.

Matthew G. Loraditch – CCNP-Voice, CCNA-R&S, CCDA
Network Engineer
Direct Voice: 443.541.1518

Facebook<https://www.facebook.com/heliontech?ref=hl> | Twitter<https://twitter.com/HelionTech> | LinkedIn<https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> | G+<https://plus.google.com/+Heliontechnologies/posts>

From: avholloway at gmail.com [mailto:avholloway at gmail.com] On Behalf Of Anthony Holloway
Sent: Tuesday, January 19, 2016 2:52 PM
To: Matthew Loraditch <MLoraditch at heliontechnologies.com>
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] CCX - Average time in between calls

Just so you don't go unanswered, I'll say that this is the first time in 10 years, that I've heard this request.  It's really interesting though, I'll admit.

I'm just guessing here, but since every record written to the database about calls, which is what your after, is in a start > finish manner.  Meaning, you'll actually have to compare 50% of one record to 50% of another record, and I just don't see that being a default report in UCCX.

With that said, you're probably looking at custom reporting.  Again, just guessing.

I did take a stab at an exported report in excel and using formulas, and it seems to work, but you may not like this solution as it puts a burden on the reporting personnel.

This is a single Agent detail report for a single date, and filter for inbound ACD calls only.  I added the orange Diff column to the right for my time between calls calculation and average at the bottom.

[Inline image 1]

On Mon, Jan 18, 2016 at 4:18 PM, Matthew Loraditch <MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>> wrote:
I think I’ve looked at every Historical report and can’t find this or something close. The live stats sort of show this in a way my folks want. They have avg not ready time during each day. We need the same or ideally, average time between calls. Anyone have any ideas on this? My folks need this for some sort of staffing work they are doing.
Thanks!

Matthew G. Loraditch – CCNP-Voice, CCNA-R&S, CCDA
Network Engineer
Direct Voice: 443.541.1518<tel:443.541.1518>
Facebook<https://www.facebook.com/heliontech?ref=hl> | Twitter<https://twitter.com/HelionTech> | LinkedIn<https://www.linkedin.com/company/helion-technologies?trk=top_nav_home> | G+<https://plus.google.com/+Heliontechnologies/posts>


_______________________________________________
cisco-voip mailing list
cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
https://puck.nether.net/mailman/listinfo/cisco-voip

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20160119/a53b6940/attachment.html>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image001.png
Type: image/png
Size: 125092 bytes
Desc: image001.png
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20160119/a53b6940/attachment.png>