Versions 10.5 and 12.5 in CUIC have a report called "Contact Service Queue Call Distribution Summary" which has a parameter in the filter to change the intervals (15, 30, 45, 60). When the parameter is changed, the column headers still produce a breakdown into 15 second increments. The guide states "The Contact Service Queue Call Distribution Summary report presents the number and percentage of calls that are handled and dequeued in four configurable time intervals." However, when you change the interval there is no change to the column header. It produces results that are related to the parameter, but lists them out under the same breakdown of 15 seconds. This happens in two different versions (at least). Someone even has a Discussion Topic on this very same thing for version 11.5 and there is no answer. Shouldn't the column header reflect the parameter????? If not, why is there an option to choose anything other than 15 seconds?
You can filter using any one of the following parameters:
Displays information for the specified CSQs.
Time Interval In Seconds
Specify the number of seconds. The default value is 15 seconds.