Loking for a Doc that has the definition of the calculations that used in Historical reports.What makes up Average Queue time?

[Joseph Mcglyn]

Looking for a Doc that has the definition of the calculations that are used in Historical reports.

What metrics are used in Average Queue time?

What metrics are used in Average Speed of answer?

[djlundberg]

Hello-

You should be able to take a look at the "Historical Reporting Guide" for your version of UCCX.

UCCX End-User Guides: http://goo.gl/w6YCfq

Thanks,

DJ

[Jameson Gagnepain]

If you're on UCCE, the Reporting Guide and the Database Schema are fantastic resources.

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html

-Jameson