How to Measure the ring delai

[nonosensei]

Hello everyone,

I have an SLA to respect with my contact center. I need to measure the time between the beginning of a phone call ringing on a agent's phone until the agent picks up the phone.

So I need the ring delai for each call.

Do you know how can I do that ?

[simonandorfi]

Hi,

what type / deployment of ContactCenter do you describe? UCCE / UCCX.

For both versions you may have a look in the database Schema PDF for your searched value ..

Simon

[nonosensei]

Hi,

I have a IPCC Express enhanced 4.5.

Regards

[Abdulbaseer Mohammed]

In your report tool you may want to run report on agents that will give your average answer time.

hope it helps.

Baseer.

[osindero]

Check/run the stored procedure assoicated with the agent summary. It generates average speed to answer per agent. And I think you can equally generate average speed to answer per CSQ using the stored procedure for CSQ Activity.

You might want to go through the historical report administrator and devloper guide

[nonosensei]

yes, you are right.

Thanks for the answer.

Regards,