Cisco Finesse Average Wait Time

[nicole.g]

I'm compiling data regarding average wait time for my contact center. 

Is the value that I'm pulling from the reporting tool a cumulative figure of caller wait times in the queue BEFORE their call was answered?

I'm with the agents and monitor them throughout the day and the number doesn't seem to add up (i.e. callers in the queue maybe ~5 min before a call is answered, yet the AWT is pulling as over 35 minutes).

Thanks

[bill.king1]

You didn't specify your version, but this may be what you're running into.

https://community.cisco.com/t5/contact-center/awt-vs-max-call-wait-time/td-p/2138706

Your best bet is to look at the ? in the right hand corner of the report for the field guide when running a report, or look in the PDF guide and it will give you the calculation for every field in a report so you can see how it is calculated.

Hope this helps.

[nicole.g]

12.5

I don't see an option to click a question mark for more information

[david.macias]

What you see in Finesse out of the box is time once the call enters the queue. Can you specify where you're getting the AWT from is it from a CUIC report?

david

[nicole.g]

Yes; I'm pulling the report in CUIC

[david.macias]

Which report specifically? Also here's where you can check out the documentation for that report, it's the question mark at the bottom.

david