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10-14-2004, 05:43 PM
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Avaya CMS
I'm having a hard time trying to find out in my CMS, if I can do a report. I'm trying to find out, if I can do a report that states how long customer stay on hold with an agent. This report needs to also state a threshold time and report the agent who exceeds this time.
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10-15-2004, 04:58 PM
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In the agent, skill, and VDn tables, HOLDTIME is a field that indicates HoldTime.
If you are looking for historical data, you can create a custom report on Avg Hold Time (HOLDTIME/ACDCALLS) in order to determine average hold time. For real-time, create a threshold setting on the HOLD state which would change color at a certain time.
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