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PCCE CUIC: Calculate average agent ring time

Hi all,

This field doesn't seem to be available from out of the box reports. What would be the proper way to calculate this as we need to determine if the agent answers all their call within five (5) seconds after the call has been offered to the agent's phone or longer than 5 seconds

 

a) total reserved time / total calls offered to agent (assuming the agent only handles inbound)

b) total ring time / total calls offered to agent (there doesn't seem to be any agent based fields which has the call offered?)

c) others?

Thanks!

-JT-

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