Average queue time for a combination of CSQs

[francois.lamothe]

Good morning,

I had a request to provide the business with a report that contains the average queue time for some CSQs. We are using UCCX 9.0.2, with Historical Reporting. The report that I found is "Contact Service Queue Activity" which shows me the average queue time for each CSQ, however there is no summary at the end of the report. Is there an existing canned report for this information, or I must create one ?

Thanks for your help.

[brian1mcc]

There is no canned report that will give you this.

you'll need to create a report with the following calculation

SUM(Total Queue Time from each CSQ) / SUM(Total calls queued from each CSQ)

Brian

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