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

[Anthony Holloway]

WFM Matt....W...F...M.

On Tue, Jan 19, 2016 at 2:13 PM, Matthew Loraditch <
MLoraditch at heliontechnologies.com> wrote:

> 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
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>
>
>
> *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.
>
>
>
> [image: Inline image 1]
>
>
>
> On Mon, Jan 18, 2016 at 4:18 PM, Matthew Loraditch <
> 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
>
> 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>
>
>
>
>
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