Agent handled calles with minimum duration

[Mohammad Ramadan A.Hafiez]

Hello Team,

               I have in my contact center "CCX 12.5" and its required to have few reports generated "Agent summary report" but I need to only count calls with minimum talk time.

I have been thorugh the reporrts but found nothing allow me to specify this condition.

I have tried to make use of the sql querry but I dont know the field that is used to store the call talk time.

how to accomplish this? 

TIA

[david.macias]

Look at the query that’s used in CUIC, that should give you the SQL you’re after. From there use your favorite DB connector and connect to the DB and play around with the schema. That should give you the data you’re after.

david

[vmandri]

You can use Thresholds for Avg Talk Time you can display only agents which average talk time is less then 60 seconds for example.

[vmandri]

Or you can use Agent Detail Report which it will give the exact duration of each call and configure Thresholds to display only calls that are below a minimum predefined talk time.