CUIC HoldTime appears inaccurate in PQ All Fields Reportsue
I am working in PCCE off of Precision Queue All Fields Report - created a customized view to strip all extraneous information out. I currently do not have access to the SQL to manipulate in MS SQL Server, although I pushing to getting that done.
I am working on developing dashboards for my current employer. I am struggling with CUIC reporting of HoldTime. Our only channel is inbound calls at this time. When I utilize object HoldTime, and add in Talk and Work times, I am 1-20% over AHT. If I use the Inbound Hold time object, I am off by just as much, but under AHT. Is there an object available in base report that I can use to get to actual Hold Time. I'm currently backing into it by Using HoldTime = HandleTime - sum(TalkTime + WorkTime), but it seems this can lead to some inaccuracies. I'm hoping someone has the key to understanding what field(s) will allow me to get an accurate time.
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