Hi We have contact center with comprehensive call model with CVP.
call flow is as below
GW--->Cups-->CVP(Call server)---ICM ----(Run external Script for IVR) (VXML GW)----> Agent Queue ( Run external script for playing EWT and queue music) ---> Agent.
We want to calculate average duration spent on IVR (initial digit collection) and average Queue Time.
From the documentation of Termination_Call_Detail found that DelayTime gives the duration before call being queued to Agent. But I see that DelayTimes as 0 .
We are using the same script for IVR and Queuing.
ICM ver 7.5 with CVP 7.0.
Looking for help on /understanding how I can write a sql query to get this.
