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Tony Li
Beginner

CUIC Quene Time Calculation

In Detailed Call CSQ Agent Report - Snapshot, I have noticed that there are several calls to the same agent with Ring Time equals to Ring No Answer Timeout. Since I have identified these calls are re-distributed calls from the CSQ after the same  reserved agent RNA (Only 1 agent is available in the reality).

 

I would like to confirm that the Queue Time in Detailed Call CSQ Agent Report, counts the time elapsed for RNA call.

 

For example,

 

Started->Being in CSQ->Ring Reserved Agent #1->RNA Timeout, back to CSQ->Re-distributed to Reserved Agent #1->Ring Reserved Agent #1->Picked Up

I am not sure the Queue Time only includes 2 periods in the CSQ, or the time between "Started" and "Picked Up".

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